Ocwen APAC Looking for Senior End User Support Specialist at Mumbai, Maharashtra Full Time

POSITION SUMMARY:
The Senior End User Support Specialist role is to support Ocwen’s end-user computing environment in order to help maximize employee productivity. The position provides Level 1 & Level 2 IT support in relation to PC hardware, business applications, telephony solutions, collaboration tools, network connectivity, etc.

JOB FUNCTIONS AND RESPONSIBILITIES

• Provide IT Level 1 & Level 2 Service Desk Support for end-users across all locations.
• Receive, log, and manage calls/tickets from internal and external clients via phone, email, chat, and web portal.
• Assist users with any IT issues, requests, questions and support processes.
• Properly diagnose issues, identify solutions and escalate those that are problems.
• Serve as subject matter expert for all facets of end-user computers
• Perform password resets and account unlocks on Active Directory user accounts or business applications.
• Accurately gather, record and update all relevant details in the ITSM ticketing tool.
• 1st and 2nd line support – Troubleshoot IT related problems relating to in-house software and hardware, such as Laptops, Chromebooks, Desktop PCs, Printers and other Peripheral devices.
• Troubleshoot basic network connectivity and application access issues.
• Take ownership of user problems and follow-up on open tickets on behalf of the user
• Drive resolution and communicate progress in a timely manner
• Maintain highest levels of integrity, customer service and professionalism
• Resolve issues with Microsoft applications used within Ocwen (Office 365 – Outlook, Word, Excel, PowerPoint, SharePoint, Teams, Azure)
• Create knowledgebase documentation, guides and how-to’s to be utilized by the Service Desk.
• Support telecom needs including MS Teams, Call Center Applications, and Microsoft InTune MDM.
• Serve as the liaison between end-users, third party vendors and other support teams as needed.

EDUCATION / EXPERIENCE

• Minimum qualification: HSC. Technical diploma or college degree preferred.
• At least 3 years’ relevant work experience in IT support.
• At least 1 year experience in a voice-based support process.
• Experience working in a team-oriented, collaborative environment.
• Basic knowledge of Windows Server, Active Directory, as well as Microsoft Exchange Server.
• Basic networking skills including TCP/IP, DNS and DHCP.
• Basic IT security knowledge.

WORK SCHEDULE OR TRAVEL REQUIREMENTS

• This role would require working in rotational shifts as part of a 24×7 support team.
• Must be willing to work primarily in the evening/night shift.
• Working hours: 9 hours per day, 5 days a week.
• Must be able to cover additional shifts, including weekends, as needed

About Us

Company: Ocwen APAC

Ocwen is intensely focused on hiring, developing and retaining the best talent in the industry! Our commitment to Diversity & Inclusion ensures that we are an organization that creates, promotes and sustains an inclusive work environment in which diversity, inclusiveness and respect are integral parts of our culture and work environment. Building the reputation as an outstanding place to work, a great business partner and a valued community member is our everyday endeavor.

Ocwen’s mission is to delight our customers through caring service and innovative lending solutions. We proudly serve over 1.3 million families with their mortgage needs by helping to find real solutions that benefit our customers and help to build stronger communities. Helping Homeowners is What We Do!®

Consider an opportunity to join our global team and put “Caring in Action” while growing your career.

Ocwen and its subsidiaries are proud to be equal opportunity workplaces. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.