BlackRock Looking for Associate, Desktop Support Engineer at Gurugram, Haryana Full Time

Description

About this role

BlackRock is one of the world’s pre-eminent asset management firms and an outstanding provider of global investment management, risk management and advisory services to institutional, intermediary and individual investors around the world! BlackRock offers a range of solutions — from rigorous fundamental and quantitative active management approaches sought at improving outperformance to highly efficient indexing strategies crafted to gain broad exposure to the world’s capital markets. Our clients can access our investment solutions through a variety of product structures, including individual and institutional separate accounts, mutual funds and other pooled investment vehicles, and the industry-leading iShares® ETFs!

Technology & Operations

BlackRock is looking for a full time Deskside Support Engineer to join our India Support team based in Gurgaon. Reporting into a team lead, the individual will be responsible for technology support for the India region while providing onsite support and focus to the Gurgaon office. The regional support teams strive to provide outstanding levels of service to our clients, ensuring they have the technology and support required to achieve their business objectives. Superb interpersonal skills are essential for this role. The individual will need to keep our clients engaged on technology projects, policies and standards while collaborating with the technology management and infrastructure teams.

Team Overview

Digital Workplace is a global team. The team’s duties include installing, diagnosing, repairing, maintaining, and upgrading client facing technology estate (desktops, laptops, monitors, mobile devices); troubleshooting sophisticated software functionality and installation issues. It can also include troubleshooting and/or installation of network, audio visual and telecom equipment, if needed. The Desktop Support team is the focal point for Digital User Experience org and must lead by example. On top of day-to-day support operations, the team participates in global and local projects, such as infrastructure upgrades, moves, M&As, etc.

Responsibilities

Promptly investigate and resolve Incident tickets across the region and provide hands on support for the Gurgaon office.

Provide proactive swift and professional end user IT support. Respond to Help desk generated tickets within defined timescales.

Ensure all the tickets/requests are resolved under SLAs. Guide the team to update & close the tickets with accurate resolution.

Provide local hand to support Infrastructure setup, maintenance & Upgrades.

Support widely used hardware (PCs, Laptops, Mobile devices) and software products (MS Windows, MS Office) as well as in-house applications, Market Data applications and local third-party accounting systems.

Escalate issues affecting business operations, whilst maintaining overall responsibility for the problem or activity

Collaborate with other support groups across global locations to help trouble shoot user issues

Handle tasks/projects allocated to you within the given time scales, seeking advice where vital

Perform HW setup/replace/disposal (incl. PC builds, memory/video cards replacement, etc.) and ensure documentation and inventory is accurate

Complete user moves and new joiner installations in the office

Maintain asset inventory and stock controls

Assist with wider infrastructure teams – providing local technical assistance

Perform on-site analysis, diagnosis, and resolution of desktop problems for end-users, recommend and implement corrective solutions

Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware or software in order to deliver required desktop service levels

Participate in Disaster recovery testing exercises

Upholding procedures for logging, reporting, and statistically supervising desktop operations

Write technical support knowledge articles and end user documentation as needed

Be willing to provide assistance with any other elements of IT support when required

Assist the team with project delivery tasks as and when the requirement emerges

Meet or exceed expected customer service levels

Provide regional office support across the India region

Provide VIP support for when necessary for local execs or visitors

Experience

Outstanding interpersonal skills in written and verbal form and High Customer Support orientation

Thorough knowledge of enterprise technology platforms, from the desktop through to back-end infrastructure

Proven track record in delivering outstanding customer service in a corporate environment

At least 5-7 years of full-time work experience in Information Technology as Desktop Support Engineer, Technical Support Engineer, or similar roles.

Hands on experience Windows10/ Mac OS/ Chrome OS/ Office365/ MS teams/ Internet explorer.

Hand on experience in Incidents, Service requests and change request based on ITIL Process.

Basic Knowledge of VMware and Citrix, Cloud Technologies e.g AWS, Azure GCP etc

Experience in IT asset management

Knowledge of network security practices and Anti-Virus programs.

Solid understanding of networking/ communication technologies, LAN/WAN.

Experience in troubleshooting of third-party applications.

Excellent problem solving and multitasking. Ability to perform remote troubleshooting.

Experience with building and developing process catalogues

Bachelor of engineering in Computer Science/ Telecommunication/Electronics.

Our benefits

To help you stay energized, engaged and inspired, we offer a wide range of benefits including a strong retirement plan, tuition reimbursement, comprehensive healthcare, support for working parents and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.

Our hybrid work model

BlackRock’s current hybrid work model is designed to enable in-person connections and collaboration that is core to our culture, while supporting increased flexibility for all employees. In line with local health guidance and regulations, employees are required to work at least 3 days in the office each week, with the flexibility to work from home up to 2 days a week. Some business groups may require more time in the office due to their roles and responsibilities. The health, safety and well-being of our people will always be our top priorities; we will continue to monitor local conditions and health advisories in making decisions about our work environments.

About BlackRock

At BlackRock, we are all connected by one mission: to help more and more people experience financial well-being. Our clients, and the people they serve, are saving for retirement, paying for their children’s educations, buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress.

This mission would not be possible without our smartest investment – the one we make in our employees. It’s why we’re dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive.