Information Technology Support Assistant

7 days ago

Bengaluru, Karnataka, India Sonata Software Full time ₹ 5,00,000 - ₹ 15,00,000 per year

Title : End User Support

Work Location : Bangalore(5 days Work from Office, CV Raman Nagar Bagmane Tech Park)

Role Overview:
The Technical Lead is responsible for overseeing the IT support team, managing complex technical issues, ensuring service quality, and leading major events' AV support. This role also involves collaboration with various stakeholders to ensure IT services are aligned with business requirements.

Key Responsibilities:

  • Oversee the resolution of hardware, software, and application issues escalated from Level 1 and Level 2 engineers.
  • Ensure compliance with patch management, software upgrades, and application installations.
  • Lead the operation of the IT Lounge, ensuring a welcoming and efficient support experience.
  • Manage end-user onboarding and offboarding, ensuring all equipment and software access is handled efficiently.
  • Lead the health check process for AV equipment in conference rooms.
  • Manage and coordinate key events, including pre-event checks, logistics, and real-time monitoring.
  • Troubleshoot and provide support for audio/video issues, including weekend support as required.
  • Work closely with global IT teams, ensuring alignment with global standards.
  • Oversee IT asset management, ensuring weekly reconciliation of inventory across locations.
  • Drive procurement and distribution of IT hardware and consumables.
  • Ensure timely escalation of issues as per the established escalation matrix.
  • Prepare and present escalation reports for major incidents, providing insights for continuous improvement.
  • Track, analyze, and report KPIs such as response time, resolution time, and inventory accuracy.
  • Ensure adherence to SLA agreements, providing weekly, monthly, and quarterly reports.
  • Ensure effective leave management within the team to maintain uninterrupted service delivery.
  • Mentor and guide Level 1 and Level 2 engineers to enhance their skills and performance.

Skills and Experience:

  • Strong technical knowledge of Windows, Mac systems, SCCM, JAMF, AzureAD, Intune, and AV technologies.
  • Proven leadership experience in IT support, with a focus on customer experience.
  • Strong problem-solving skills and the ability to manage complex incidents.
  • Excellent communication skills and ability to interact with global teams and vendors.

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