BT Looking for Technical Support Professional at India Full Time

Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.

There are two things that we want to share with anyone considering joining us.

Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at BT, we really mean it.

Secondly, the one thing the pandemic has taught us is that a lot of current and future colleagues, where and when possible, want to embrace hybrid working. Therefore, we are introducing smart working at BT. Smart working means having the flexibility to choose, as a team, how and where you work depending on your team’s deliverables and needs; when you are at your shared core location to connect with others and when not. It may not be for every role, and, as part of the recruitment process, you’ll have the chance to discuss smart working and how it might work for the job you are applying for.

About this role

Purpose of the Role:
This position assists staff in office and remote locations with technical support of desktop/ laptop OS, Email, office applications / Mobile and related technology. Support includes specifications, installation and testing of computer systems and peripherals within established guidelines. Employee will also assist in the maintenance and testing of network Configurations / servers, and associated equipment.

Key Responsibilities:
1. IT Support: Offer prompt and efficient front-line assistance, with the aim of answering as many routine questions as quickly as possible i.e. providing computer support services both for software and hardware for users through helpdesk process. Also support any infrastructure change requested by End User.

2. Call Management: This includes ensuring Incident and Service request logging, tracking of all calls on daily basis. Ensure closure of calls and maintain SLA as per IT requirement

3. Primary Troubleshooting: Diagnose and resolve technical issues surrounding Windows, MS-Office, E-mail, Internet connections, applications, hardware peripherals etc. This includes processing of all new users request i.e. setting up and configuring new laptops and desktops & installing authorised software as per company policy

4. Remote Support: All support and assistance to remote users as and when required. Support can be given by using remote support tools as per company policy

5. Server Level Support: Local support in case of any Network / Server related issue. Managing backup/ restoration and tape rotation of local file & print server. User access permission management is included in support (folder / PC level). It also includes troubleshooting routine problems and maintenance of servers

6. Collaboration Support: Supporting other AV, MS Teams Integrated platforms

7. Network Support: Ensuring smooth network support and patching of Network cables as and when required and coordinating with network team for any escalated issue

8. Voice Support: Providing voice support on CISCO phones including Headsets. This also includes processing of new voice extensions etc.

9. Asset Management: IT Asset management as per company policy. Manages inventory tracking system to record deliveries, shipments and stock levels.

10 Routine Tasks: Daily checks of Servers / Applications and ensuring that IT systems and links are functioning properly. Need to ensure Windows & antivirus patches are up-to-date.

11. File Management – a) Maintains files (all vendors’ agreements, invoices, call reports, Cheque details/ copy of cheque, TDS, Year-end closure document). b) Reports file (MIS report, etc.) Creating new files as per requirement

12. Reporting & Analytics – Create business reports that provide insight into key data points. In depth knowledge on the reporting tools, architecture etc. Accurately analyse and collect data for various types of business reports

13. User Experience- Understand the colleagues technical requirement, concerns & drive improvement

14. Policy Adherence – Comply with and help to enforce standard IT policies and procedure

15. Audit & Governance – Ensure information management processes are in compliance with IT-specific controls, policies and standards.

You’ll have the following responsibilities

Documenting troubleshooting and problem resolution steps for knowledge base

Perform basic administrative support duties as required to meet specific operational objectives

The position provides exposure to a broad range of IT-related projects and activities. Should undertake small to medium-sized IT projects as per requirement

Ensure that a high level of customer service and support is provided to all internal and external customers

Make sure IT support meets industry standards

Perform miscellaneous job-related duties as assigned by the Team Leader

Take due care of the IT and other office assets issued in your name

Adhere to company protocol as laid out by the Company

Be ready to take up new task and challenges and should be acceptable to change

Service Management

You’ll have the following skills & experience

• Analytical skills that allow for the development of data-driven reports
• Ability to use SQL and Microsoft Excel to create pivot tables, graphs and charts
• Typically works with moderate guidance in own area of knowledge.
• Applies knowledge/skills to a variety of standard day to day activities.
• Understands the key business drivers; and uses this knowledge to focus own work.
• Diagnose and resolve unique, nonrecurring problems associated with OS & Hardwares
• In depth knowledge on IT Infrastructure
• Builds productive relationships internally and externally.
• Remote desktop troubleshoot to end-users along with documentation ticket maintenance
• Maintain technical documentation in association with other functional departments
• Document procedures, standards & best practices
• Interpersonal Problem Solving
• Ability to Work in a Team Environment
• Effective Communication Skills

About BT

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do – and in the people who work here.

We’re now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we’re on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.

So, if you’re interested in the power of potential, why not join us today and release yours? You can read more here about what it’s like to work at BT

How to Apply

It’s easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don’t worry if you need to make changes – you’ll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!

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