Burr Pilger Mayer India Pvt. Ltd. (BPM India) is a subsidiary of BPM LLP. Founded in 1986, BPM is one of the largest California-based accounting and consulting firms, ranking in the top 50 in the country. With 14 offices across the Bay Area, BPM serves emerging and mid-cap businesses as well as high-net-worth individuals in a broad range of industries, including financial services, technology, life science, manufacturing, food, wine and craft brewing, automotive, nonprofits, real estate and construction. The Firm’s International Tax Practice is one of the largest on the West Coast and its well-recognized SEC practice serves approximately 35 public reporting companies, mostly in the technology industry.
About the role:
As an administrator on the user engagement team, you exhibit a high level of professionalism in providing excellent customer service and exercising sound judgment to provide timely resolution of problems. You will maintain in-depth knowledge of all desktop systems, applications, and technologies. You will handle the day-to-day IT operations, from hardware setups to account troubleshooting, and provide best-in-class client-side support.
You have hands-on experience across a wide IT scope, including PC hardware, software applications, and OS support experience, including installation, configuration, and troubleshooting. You are customer-focused and motivated by team success and solutions delivery. In this role, you will adapt to new processes and procedures quickly while dealing with a high volume of requests and ambiguity. To succeed, you must be able to demonstrate strong initiative, learn quickly, be flexible, and demonstrate the ability to maintain high levels of productivity with minimal supervision.
As a Sr [title here] Your role is to ensure proper user systems operation so that end users can accomplish business tasks. This includes actively resolving escalated end-user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
You have (requirements):
3-6 years of experience with incident troubleshooting and escalation
Associates degree in computer science or related field
Relevant technical certification(s)
Experience using help desk ticketing software
Knowledge of advance computer hardware systems
Extensive application support experience with Active Directory, accounting software (CCH, MS Dynamics, Lacerte and Pfx), Citrix, Office365, etc. are a plus
Familiarity with Microsoft Products and Technology
Proficiency with relevant accounting business systems and Microsoft based operating systems
Skilled in administrative based programming (Eg. PowerShell ), project management of small initiatives, and escalated troubleshooting
Working knowledge of a range of diagnostics tools to handle the troubleshooting of escalated tickets and issues
Ability to prioritize and quickly resolve issues
Ability to technically mentor Jr. staff and serve as an escalation point to them
Able to find root causes of problems and quickly determine efficient solutions
Excellent verbal and written communication skills with a customer service ethic
Effective prioritization, project management, analytical, and problem-solving skills
Comfortable under stress and exhibits poise and focus
You Will (Job Responsibilities):
Assisting in providing Level I support when request volumes are high.
Act as an escalation point for advanced or difficult support requests.
Build rapport with service desk customers.
Escalate incidents with accurate documentation to suitable technician or vendor, when required.
Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
Use remote tools and diagnostic utilities to aid in troubleshooting.
Research solutions through internal and external knowledge base as needed.
Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
Perform preventative maintenance, including that needed on infrastructure systems.
Test fixes to ensure the problem has been adequately resolved.
Perform post-resolution follow-ups with Level I Technicians as required.
Develop knowledgebase articles and FAQ lists for end users.
Contribute to technician knowledge base and training as needed.
Reinforce SLAs to manage end-user expectations.
Provide suggestions for continual improvement
We have:
Wondering if you should apply?
BPM is powered by knowledgeable, enthusiastic, and forward-thinking people committed to developing a culture of inclusion. We recognize, develop, and empower talent and encourage diversity of thought. Your point of view, skillset and experience will only make us stronger, so if you’re eager to share new ideas and try new things, we want to hear from you.
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BPM provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
For positions based in San Francisco, consideration of qualified candidates with arrest and conviction records will be in a manner consistent with the San Francisco Fair Chance Ordinance.
Please note – this posting is for prospective candidates only. Unsolicited third party resume submissions will be considered property of BPM and will not be acknowledged or returned.
BPM COVID Vaccination Policy
Effective July 1, 2021, only fully vaccinated employees will be permitted to enter our offices until further notice. Fully vaccinated means there has been a 2 full week period since the last vaccine. All employees must wear a mask until further notice.
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