Technical Support Engineer recruitment in Gurgaon - For a Client of Teamlease Digital

This role is responsible for providing technical support for all computer systems and associated equipment at the Client Location. The role will also provide end user support and troubleshooting to permanent staff as well as visitors.

The role will ensure that all incidents are analysed, resolved, and reported back within the promised timeframes.

The role will involve:

• Develop service strategy to mitigate software, hardware, and networking issues

• Evaluate trade-offs between issues using value, impact, and risk criteria

• Accept assigned issues and requests via tracking tool and other methods to ensure all incidents are resolved against SLAs

• Ensure logging of all requests via ITSM tool

• Identify and troubleshoot all issues within the customer desktop computing environment (incl VPN, AD, email, hardware issues) by working with the end user to help them understand the issue and avoid similar issues in future

• Use Remote Access Tools to assist with the resolution of issues (troubleshooting, applying patches, installing drivers etc)

• Co-ordinate in-warranty desktop repairs with vendors as well as perform “best effort” fix of out-of-warranty equipment

• Follow company incident management, request management, problem management and change management procedures

• Assess the need to implement performance upgrades for all computing equipment

• Collaborate with LAN Technicians and Network Administrators to resolve networking issues

• Provide verbal and written support to customers as well as keeping them abreast of issue status

• Accept and manage computing stock as well as configuration before being loaned out to users

• Installation of all Head Office hardware, software and peripherals

• Perform all PC equipment moves, additions and changes

• Create and modify Active Directory and email accounts

• Follow escalation procedures for issues where appropriate

• Provide support for afterhours on-call and critical issue handling

• Maintain knowledge of Business Continuity /Disaster Recovery plans and respond accordingly

• Undertake ad-hoc project work

• Keep abreast of technological change and current events

• Proactively learn and train other staff members on new product and service technologies

• Demonstrate “out of box” thinking to resolve issues and escalate approval to ensure that VIP issues are resolved asap not caught up in process / red tape

ABOUT YOU

Required skills and experience

• Exceptional customer service mindset

• Exceptional written and verbal communication skills

• Exceptional interpersonal skills with the ability to change approach and communication style depending on various seniority levels and cultures

• Ability to communicate complex issues in a very simple way

• Ability to analyse, prioritise and problem solve in a highly pressurized environment

• Flexible approach to working hours and travel

• Experience using helpdesk ticketing software

• Keen eye for detail

• Exceptional IT literacy skills

• Active Directory experience

• Hands-on trouble shooting experience

Personal qualities

• Analytical

• Promotes company values to others and supports values in daily activities and decisions

• Results driven to focus contribution on activities which meet company goals and deliver the greatest value

• Ability to critique and improve activities through continuous improvement and innovation

• Ability to demonstrate exceptional customer service

• The ability to demonstrate respect, equity and empathy for a diverse community

• Motivated, self-starter

• Encourage teamwork (promote operational synergies and alignment) to support each other, our customers and grow together

• Highly energised mind-set with willingness and desire to learn and adapt individually

• Drive performance by ensuring performance expectations are met

• Fosters integrity and honesty

• Ensure compliance to company, industry and regulatory standards

• Highly organised with strong attention to detail

• Confident communicator(written/oral) and able to build rapport, quickly and effectively

• Demonstrates flexibility and resilience in order to meet the demands of the role

• Able to act on own initiative