Alphalake Ai Looking for INFORMATION TECHNOLOGY SUPPORT MANAGER (HR) at India Full Time

Alphalake Ai is a managed automation and AI services company driving digital health transformation. We specialise in intelligent automation, RPA, data and decision making science, AI app development and remote working solutions, with our biggest customer being the NHS, we have recently started exploring new markets in the Middle East and Australia. We have a team who work in India with a view to establishing India as a global tech support hub for our aspiring global business. We support our customers in four key areas:

INTELLIGENT AUTOMATION

DATA CONSULTING

MODERN HEALTHCARE

SERVICE EXPERIENCE

The Opportunity

We are looking for technically skilled candidates with excellent interpersonal skills for the IT Support Manager position.

In your role as a remote support engineer, you’ll cover one or more areas of expertise. You will be the anchor tech consultant in India supporting the IT Service Desk and also assist with Robotic Process Automation (RPA) installations for our corporate clients across Indian and UK markets.

Summary Of The Role

Research and identify solutions to software and hardware issues

Diagnose and troubleshoot technical issues, including account setup and network configuration

Ask customers targeted questions to quickly understand the root of the problem

Track computer system issues through to resolution, within agreed time limits

Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue

Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

Provide prompt and accurate feedback to customers

Refer to internal database or external resources to provide accurate tech solutions

Ensure all issues are properly logged

Prioritize and manage several open issues at one time

Follow up with clients to ensure their IT systems are fully functional after troubleshooting

Prepare accurate and timely reports

Document technical knowledge in the form of notes and manuals

Maintain good relationships with clients

Preferred Qualification

Although open to all graduates, knowledge and experience in the following subjects may improve your chances:

Bachelor’s Degree in Information Technology, Computer Science

Fundamental understanding of Networking, preferably certified to Cisco CCNA Microsoft InTune or MDM experience preferred

3+ years working with Microsoft Windows Server

3+ years working with Vmware

Familiarity with Hyper V preferred

Some Microsoft Azure Active Directory experience preferred

Some PowerShell or Robotic Process Automation experience preferred

3+ years experience working in an IT support role

3+ years experience working with clients in UK, US or other English speaking country

5+ years of experience in full time work

Skills

The following are the skills expected in all applicants:
Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role

Hands-on experience with Windows/Linux/Mac OS environments

Good understanding of computer systems, mobile devices and other tech products

Ability to diagnose and troubleshoot basic technical issues

Familiarity with remote desktop applications and help desk software (eg. Zendesk)

Excellent problem-solving and communication skills

Ability to provide step-by-step technical help, both written and verbal