IS Support Engineer

ROLE TITLE: IS Support Engineer

FUNCTION: IS Operations

REGION: Asia Pacific

REPORTING: IS Operations Manager, APAC

LOCATION: India

ROLE PURPOSE

The Level 2 IT Support Engineer is responsible for resolving incidents and fulfilling Service Requests. Ensuring that they follow predefined processes, procedures and guidelines to meet customer needs.

The IT Support Engineer position is an exciting opportunity that has been created due to ongoing expansion of our offices. Working with best of breed technologies in a fast paced, vibrant working environment, the position offers a great opportunity to build and develop new skills, as well as opportunities to work with colleagues abroad on technology-based projects.

MAIN RESPONSIBILITIES

• Using ITSM platform ServiceNow for the resolution of Level 2 Incidents and fulfilment of Service Requests within SLA.

• Installing, configuring, diagnosing, repairing, maintaining and upgrading of all IT hardware and supporting applications to ensure optimal performance whilst managing stakeholders' expectations.

• Administration and support of Windows 10/11, MS Azure Suite including Entra, Defender, Autopilot etc., PatchMyPC, VMware, Office 365, RingCentral Cloud Telephony, Oracle JDEdwards and other Oracle cloud-based apps.

• Managing and maintaining accurate IT hardware, software and licence data for all assets under their remit.

• Working with vendors to ensure services and assets are available and delivered in a timely manner.

• Working with Dell hardware and peripherals including imaging and support of both onsite and remote field-based devices.

• Ordering, setup and support of Apple and Android devices.

• Administration of local Printer and Video conferencing solutions.

• Support of Infrastructure Management team to ensure server, communication, and infrastructure work is carried out, and hardware maintained.

• Testing and updating of local Disaster Recovery plans in line with business needs.

• Defining and executing improvement actions; documenting IT technical guides and contributing to reporting statistics as required.

• Supporting local, regional, and global IT and Information Security projects as required.

REQUIRED EXPERIENCE AND QUALIFICATIONS

• 3 years' relevant experience in IT end user computing and infrastructure support.

• Experience with various version of Windows Desktop OS. Windows 10/11 qualified preferred.

• Experience with Windows Server, MS Azure Suite and file server management.

• Experience with O365, MS Intune including Entra and Defender, preferably qualified.

• ITIL Foundation preferred.

• Experience with Active Directory.

• Experience with Web Filtering solutions such as Cisco Umbrella.

• Knowledge of comms room daily management.

• Experience with typical desktop software (Bitlocker encryption, browsers, VPN)

• Knowledge of telecoms and unified communication solutions.

• Knowledge of network troubleshooting for PCs and peripherals, configurations management, DNS, DHCP and TCP/IP connectivity.

• Strong understanding of IT Service Management for Incident, Change and Configuration Management.

REQUIRED SKILLS AND COMPETENCIES

• Excellent Customer Service skills with proven ability to communicate effectively at all levels and manage stakeholders' expectation.

• Excellent troubleshooting capabilities.

• Good Technical mindset.

• Strong analytical and problem-solving abilities, with good attention to details.

• Self-starter, ability to take initiative and work independently under minimal supervision.

• Self-starter, able to work independently under minimal supervision.

• Team player with collaborative mindset.

• Experience working in an MNC environment.

Global Leaders in Customer Experience Automation

With a culture rooted in innovation, each day Glory's people are transforming our customer's businesses. Our automation solutions empower retailers, restaurants and financial institutions to save time, money, and deliver unrivalled customer experiences. Publicly listed and proudly international, Glory has been a trusted name for over 100 years, and a global leader for more than a decade. That's a reputation we've earned by combining our pioneering software and hardware with our dynamic people. Because alongside our technology, it's our people who are driving our successes.

Why Join Us

Here at Glory, our ambitions are as big as yours. And that's why we are actively looking to recruit the best of the best. Join Glory and you will be part of the force driving our transformative technology and leading-edge innovations. That's because every Glory solution is powered by exceptional people like you. People with experience, skills and dedication. Here, we prioritise the development and well-being of our people. Across vibrant and collaborative workplaces, you'll team up with colleagues across the world to deliver remarkable solutions in more than one-hundred countries. Looking to make a global impact? Join Glory in innovating the future of business transformation.

Glory Values

The Glory Values are our ethos of working together, diversity and innovation: a practical blueprint of how we work together. We live our values wherever we are – with both colleagues and customers. Glory Values help us meet new challenges and exceed expectations. And they help us further our skills and work with trust and respect.

• Customer Delight. We put our customers first.
• Integrity. We do the right thing, always.
• Innovation. We embrace new challenges and share the future.
• Speed. We move fast, that's how we stay ahead.
• Diversity & Respect. We value the strength in our differences.
• Teamwork. We succeed together.