ICE Mortgage Technology Looking for IT Support Specialist ( JR at Pune, Maharashtra Full Time

ICE Mortgage Technology is the leading cloud-based platform provider for the mortgage finance industry. ICE Mortgage Technology solutions enable lenders to originate more loans, reduce origination costs, and reduce the time to close, all while ensuring the highest levels of compliance, quality and efficiency. Visit ‪IceMortgageTechnology to learn more.

If you are looking for a new and challenging role, working in a corporate culture where colleagues inspire each other to do their best, with exceptional compensation & benefits, and true work-life balance, then ICE Mortgage Technology is the company for you!

Our core values drive our success. These values have been the backbone of our company since the beginning:

• We listen to and respect our customers, and are focused on their success
• We deliver exceptional products that meet our customers’ needs
• We are committed to delivering legendary customer support
• We respect the people who work for us
• We give back to our community

IMT is a provider of enterprise on-demand solutions, including an online network, software and services for the residential mortgage industry. We are leading the mortgage industry into the future, developing and marketing software solutions that are transforming how mortgage lenders, investors, and settlement service provider work together.

Currently, we are looking for service-oriented IT Support Specialist to provide technical support to users and partake in Corporate IT projects and activates in an efficient and accurate manner. This position is the frontline IT support for the company and will help user resolve basic technical problems. Additionally, involved in Corp Tools support, event and facilities projects, purchasing and IT corp Projects.

Responsibilities –

Provide first level contact and convey resolutions to customer issues

Participate in Corp events and facilities work as relating to IT

Participate in various Corp IT projects

Participate in various IT purchasing duties, including software licensing costing, renewal and maintenance

Work closely with local management and Facilities

Monitor and respond quickly and effectively to requests received through the ticketing system.

Properly escalate queries as necessary

Participate in the installation and management of local IT Services including Servers, and network devices.

Work closely with Tier 2 and 3 engineers for escalations and ensure two-way communication with local staff is established

Walk customers through problem solving process.

Follow up with customers, provide feedback and see problems through to resolution

Document related processes and procedure and share them in the centralized IT document repository

Participate in local onboarding and offboarding of staff.

Utilize excellent customer service skills and exceed customer expectations

Ensure proper ticket recording, documentation, redirection and closure

Recommended procedure modifications or improvements.

Preserve and grow your knowledge of operation procedures, products and services

Minimum Qualifications

Proven working experience providing first level support for employees

Working knowledge of ServiceNow and remoting tools (RDP, Bomgar, etc.)

Minimum 4 years of experience supporting Windows and Mac environment.

Strong knowledge and experience working with Office365 and Microsoft solutions i.e. SharePoint, OneDrive, etc.

Knowledge of imaging technologies.

Strong knowledge and experience with Laptop and Macbook OS and hardware.

Knowledge and experience with mobile solutions such as Intune.

Knowledge and experience supporting collaboration tools such as Zoom client, Zoom Rooms, Webex and Microsoft Teams.

Strong client-facing and communication skills.

Advanced troubleshooting and Multi-tasking.

Understand Active Directory and SSO and multifactor authenticators.

Understand the basics of client connectivity: VPN, DHCP, TCP/IP, etc.

Strong customer service and troubleshooting skills

Experience working with medium to large global corporations in IT Support functions is desired.

Skills, Abilities

Demonstrated ability to maintain a customer-service focus and attitude at all times.

Must be able to remain calm in pressure situations.

The ability to simplify complex technical solutions and convey them to end users.

Must be able to adapt quickly to a constantly changing environment

Willingness to learn and adapt new technologies.

Proactively address new and emerging problems.

Some level of travel including overseas, up to 10% may be required from time to time

Due to the nature of the job, some level of flexibility for afterhours support, may be required from time to time

Ready to work in rotational shift to provide 24X7 support.

ICE Mortgage Technology is an equal opportunity and affirmative action employer. We celebrate diversity and are building a team that represents a variety of experience, perspectives and skills. We encourage people from all backgrounds to apply.

We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.