This resource will support local Pune employees to image, setup and support all machines in India, plus provide after hours support for US employees with technical issues. Working hours will be 5:30 am (Pune time) through 12:30 pm.
Qualifications
Education: Bachelor degree or equivalent. Microsoft and Apple technical training is preferred.
Work Experience:
Minimum of 3 years of experience in a help desk role is required
Experience with end-user support, help desk ticketing software, hardware and software upgrades, hardware and software troubleshooting and providing formal/informal technical training is required
Experience with Microsoft Office 2010 / 2013 / 2016 / 2019 / 365 and Office for Mac 2011 / 2016 / 365
Experience with Windows XP, 7, 8.1 & 10 is required
Experience with Mac 10.x is required
Experience with Android, iOS, and Windows Mobile devices is required
Active Directory and Exchange environment experience is required
Skills:
Must be able to troubleshoot remote issues and support offsite users
Ability to effectively communicate with both technical and non-technical individuals
Ability to read and interpret documents, for example, operating/maintenance instructions and procedure manuals
Ability to perform light to medium physical work of lifting up to 50 pounds
Knowledge of Sharepoint or other portal products is a plus
Knowledge of VOIP/PBX systems
Reudementary network knowledge is a plus
Knowledge of computer imaging
Knowledge of VPN is required
Knowledge of network shares, namespaces and mapped drives is required
Knowledge of encryption
Familiarity with Manage Engine ServiceDesk Plus
Competencies: problem-solving, detail oriented, communication skills (verbal and written), multi-tasking, analytical skills, patience, and flexibility
Essential Functions:
Answers, evaluates, and prioritizes service requests received via help desk, telephone and in-person from users across the Enterprise
Ensures timely resolution of user issues by assigning an appropriate priority and resolution goal
Performs diagnostics to collect information to determine source of error
Isolates performance issues to determine cause of hardware malfunctions such as hard drive, printer, cables or telephone
Resolves printing issues and network connectivity issues
Troubleshoots Mac hardware and software issues and identifies and resolves hardware and software application problems
Contacts software and hardware vendors via voice or online systems to research issues and determine and implement recommended solutions
Analyzes and corrects issues using documented procedures and available tools as well as personal knowledge and skills and recommended solutions
Brainstorms with team members to resolve more complex issues and escalates difficult issues to IT Manager
Performs imaging setup for standard desktop applications
Performs daily checks to verify system availability
Participates in creation and maintenance of IT standards and procedures
Tests and deploys new software, procedures, installation, conversion and upgrade activities
Site visits to other local sites
Infrequent travel to other sites may be required
Any data provided as a part of this application will be stored in accordance with our Privacy Policy.
Precision Medicine Group is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other characteristics protected by law. © 2020 Precision Medicine Group, LLC
If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact Precision Medicine Group at [email protected].
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