Who We Are
We are on the frontline of the Great Onboarding, empowering organizations to Hire Smarter. Onboard Faster™. First Advantage (Nasdaq: FA) is an HR Tech company that delivers innovative solutions and insights to enable our clients to manage risk and hire the best talent. Leveraging an advanced global technology platform, First Advantage builds fully scalable, configurable screening programs that meet the unique needs of over 33,000 clients across the world. Headquartered in Atlanta, GA and with a globally distributed workforce spanning 28 locations with 5,500+ employees, First Advantage performs over 93 million screens in over 200 countries and territories annually.
Who You Are
We are looking for a team member who considers themselves:
Self-motivated – you love to lead others but are also ready to “roll up your sleeves.” You can spearhead a project and see it through from start to completion.
A team player – you navigate cross-functional teams and work well with team members across groups toward a common goal. While you are an independent contributor, you appreciate the value in collaboration.
An innovator – you see gaps in current processes or workflows as an opportunity to improve and try something new.
A lifelong learner – you seek opportunities to learn and upskill, you understand the importance of thorough and secure screenings, and are interested in the Human Capital sector and the confluence of people, process, and technology.
What You’ll Do
The IT Support Specialist will act as a single point of contact while providing the highest level of customer service for internal support requests, including both IT and non-IT queries. To resolve many requests, this role follows troubleshooting steps or reference Knowledge Base (KB) articles, in addition to the Specialist’s own knowledge. Otherwise, this role gathers all information required to route the request on the users’ behalf to the right support person or team within First Advantage to complete the customer’s request. Additionally, the Service Desk team will play a coordination role
Responsibilities:
Respond to requests/queries in person, via phone or electronically.
Monitor the Global IT Help Desk mailbox and assign to respective engineers on shift. Monitor Jira / Help Desk tickets and assignment of tickets as per the task assigned on weekly basis
Provide end user support for all hardware and software. Diagnose and resolve end user issues.
Research issue and questions using available knowledge base.
Ensure proper documentation of ticket and ticket logging for all issues reported to Help Desk.
Resolve desktop issues reported via call, ticket or email.
Conduct daily follow ups on pending ticket to closure and ensure SLAs are met.
Set up and configure desktops, printers, scanners, and other peripherals for local site support.
Work in a 24*7 environment and on shift basis.
Escalate issues to appropriate teams and executives.
Administer Active Directory, including but not limited to account and group creation/management.
Develop relationships with contacts in each remote office and serve as technical resource for remote hand.
Conduct end user account maintenance; including account creation, ongoing maintenance and deletion.
Install and configure software
Coordinate with vendors as needed
Monitor uptime of Call Confine server (call recording system) on a daily basis
Learn, follow, and enhance Help Desk policies and procedures.
Become familiar with other internal departments, their systems, applications, and service needs.
Alert the support teams rapidly regarding outages and provide necessary updates on Bridge calls.
Review and test new applications, printers, software etc., and provide feedback.
Document issue resolution, prioritize and re assign tickets using the help desk ticketing system.
Develop and share Knowledge Base information with the teams.
Maintain inventory of all hardware and software resources and parts.
Propose Service Improvement Plans for the company and work on implementing them.
Maintain excellent communication with all end users and other members of the technology department. Wiling ness to work in rotational shifts with 2 weekly offs.
What You May Need to be Successful
1+ years specializing in remote desktop support, systems administration, and IT Operations in a Windows environment.
Good knowledge of ITIL processes. ITIL V3 certification is a strong added advantage.
Systems Architecture and integration experience preferred (specifying hardware, network configuration, etc.).
Telephony experience (Cisco VoIP preferred).
Microsoft Office 2013 and above.
Outlook 2013 and above.
Knowledge of TCP/IP networking, and related network services (i.e. DNS, SMTP, DHCP, etc.)
Previous work experience in a corporate environment.
Experience supporting Outlook in a Microsoft Exchange environment.
Experience supporting a variety of Wi-Fi-enabled devices.
Experience supporting remote users.
Basic knowledge of thin client systems, network printers, Citrix, terminal servers
Excellent communication skills.
Experience working in a global setup and with a tightly integrated team.
Ability to clearly communicate technical concepts to non-technical people.
Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures.
Ability to multi-task in a fast-paced environment.
Why First Advantage is Your Next Big Career Move
First Advantage is going through a technology transformation! We are looking for experts who are excited to work with advanced technologies and provide best-in-class user experiences, drive the development and deployment of scalable solutions, and smoothly guide our agile teams and clients through meaningful changes as we continue to expand our impact.
More About Our Values Code
Honor Honesty, Consistency, Responsibility: Do the right thing
Cultivate an environment of dignity: Show respect for the individual
Take an Outside-In approach: Put the client first
Think out-of-the-box: Innovate and create
Stay Team-Oriented: Collaborate and appreciate each other
What Are You Waiting For? Apply Today!
You have learned a little about us today – we want to learn about you! If you think this position and our company are a great fit for your areas of interest and expertise, tell us about you by applying now!
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EMPLOYEE BENEFITS – India Region:
Most of the roles are enabled with the ability to work remotely with occasional business travel. Hybrid working model
Comprehensive employee Leave policy
Career progressions through Internal job opportunities and Global Talent mobility programs
Career Development: Mentoring Program, People Management Program, cross-functions training, soft skills training.
Continuous learning and development opportunities. Upskilling and reskilling opportunities mobilized through e-learning platforms
Training and Certification reimbursement programs
Medical Insurance coverage for employees and parental insurance benefits available. Calendarized Employee Wellness programs
Quarterly Rewards and Recognition program to recognize exemplary performance
Other attractive allowances – Weekend working, Holiday pay, Relocation assistance, Maternity bonus, Creche allowance, Shift allowance etc.,
United States Equal Opportunity Employment:
First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.
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