Technical Support Specialist

7 days ago

Bengaluru, Karnataka, India Careernet Full time

Key Skills: Android, L2, Troubleshooting, User Interface, L1, Asset Management

Roles and Responsibilities:

  • Perform troubleshooting for end-user computing needs and handle incident tickets until closure with ownership.
  • Investigate and provide temporary and/or permanent resolutions for escalated incidents.
  • Provide timely status updates to relevant parties and ensure all tickets are closed upon completion.
  • Advise and assist users on the usage of software and hardware peripherals.
  • Conduct basic administrative support, asset management, and routine IT housekeeping services.
  • Monitor agreed service levels, document and maintain system configurations, and provide regular reporting.
  • Determine root causes of issues and communicate effectively with internal and external customers, including third-party service technicians.
  • Ensure Key Performance Indicators (KPIs) are consistently met without compromising service quality.
  • Manage desktop lifecycle programs, including tracking hardware from delivery to end-of-life, PC builds, application installations, user migration, decommissioning, and disposal.
  • Adhere to site and global operational procedures/work instructions to maintain service integrity and quality.
  • Comply with company and business unit's Security and Compliance policies and procedures.
  • Provide hands-and-legs support to Global IT service lines and manage meeting room devices, including audio and visual equipment.
  • Oversee end-user device onboarding and offboarding processes.
  • Strive to improve the end-user experience.

Skills Required:

Must-Have:

  • User Interface troubleshooting and support
  • Android platform expertise
  • L1 and L2 support experience
  • Incident ticket management and resolution ownership
  • Troubleshooting and root cause analysis
  • Communication with internal and external stakeholders
  • Desktop lifecycle management (PC builds, application installs, decommissioning)

Nice-to-Have:

  • Asset management and IT housekeeping
  • Meeting room devices support (AV equipment)
  • Hands-and-legs support for global IT services
  • Familiarity with company Security and Compliance policies

Education:

  • Bachelor's Degree in related field
  • Professional Certificate with a Diploma in IT, or equivalent technical field.

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