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Tech and executive support specialist

4 months ago

Mumbai, India Bennett Coleman and Co. Ltd Full time

About Function/Department

TGIT

About the Position

This Tech specialist is required to support the 24 X 7 desk side End User Experience and Service Support/Delivery for day today IT Operations, key internal IT Projects, Technology Evangelism, Technology roll out /adoption initiatives and would be primarily responsible for ensuring world class Executive Support for shareholders and VIP users. He / She will act as the key SPOC /L3 for all critical escalations, may be required to work in rotating shifts (on need and project basis), apart from ensuring day to day support excellence across number of BCCL sites.

Areas of Responsibility

This Tech specialist is required to support the 24 X 7 desk side End User Experience and Service Support/Delivery for day today IT Operations, key internal IT Projects, Technology Evangelism, Technology roll out /adoption initiatives and would be primarily responsible for ensuring world class Executive Support for shareholders and VIP users. He / She will act as the key SPOC /L3 for all critical escalations, may be required to work in rotating shifts (on need and project basis), apart from ensuring day to day support excellence across number of BCCL sites.

Provide rovide support for key IT infrastructure initiatives (management and technology roll out) and related IT operation projects

· Should be well versed with Cloud technologies (preferably Office 365 suite), Line of Business (LOB) Applications, Active Directory, MS-Exchange & Service Desk model

· Provides direct support to shareholders, VIP users on Microsoft Windows Platform & Apple MAC /iCloud (must to have hands on experience on both the platforms)

· Will provide basic level support on in house applications and if required will work with the LOB team, Server and Network teams for the resolution

· Act as an escalation Lead or Subject Matter Expert for in house L1 / L2 technical teams to resolve peculiar technical issues specific to Windows and Cloud

· Will liaison with vendors, OEMs, Service Integrators and Subject Matter Experts for escalated calls

· Provides Executive/VIP support / shareholder support in business or non-business hours as per request (on site / off location)

· Will be responsible for end to end call closure as per client satisfaction

· Drive Technology adoption and employee readiness on latest technologies (end user space) by delivering them productivity sessions on deployed tools and technologies

· Support Build, Install, Move, Add, and Change (BIMAC) Services

· Follow BCCL and TGIT standards, procedures and security policies and ensures predefined support metrics including configuration compliance %, SLA, client satisfaction can be met

· Graduate/ BE/ B.Tech/ MCA

· Around 5-7 years of working experience in handling desk side operations with 4 years of exposure on MAC platform / cloud as Team or Tech lead

· Familiar with ITIL / Six Sigma Principles, certification is an advantage

· Microsoft, MAC and Cloud related certification in recent year

· Strong understanding of Microsoft OS, Office products and applications, MAC, Apple Products, icloud and knowledge on server side, web, database

has context menu

Educational Qualifications Required

BE / BTech (Communications / Computer Science / IT) / MCA

Relevant Experience

5-7 years