Optimas Solutions Looking for IT Support Analyst – Tier 1 at Pune, Maharashtra Full Time

Optimas is a global distributor of fasteners, c-class products and safety supplies, delivering around 10 billion components worldwide to leading manufacturers every year. Optimas has a diverse, global team of over 1,600 individuals, operating from 16 countries, 60+ distribution centers, 9 quality labs and 2 manufacturing locations to support the complexities of our customers’ industries, enabling them to achieve their goals and be successful.

Position Overview

Outstanding customer service starts with a great experience and expertise at the first point of contact—the IT Service Desk. IT Support Analysts exhibit grace under pressure as users bring all types of issues and questions at any and all times of day. They know their stuff and who to call, always representing the entire IT organization as professional and approachable. The best compliment is incentivizing users to return for more great support at the next opportunity.

Ideal candidates will be students of Computer Science, Engineering or closely related studies with a passion for exploring new technologies, an appreciation for customer satisfaction, and the ability work within a team. Extensive experience is not a requirement, but the ability to learn quickly and work systematically are expected.

Key Responsibilities

Prompt, professional response to issues and requests submitted via phone, email, web ticket, chat, SMS, walk-up, or detected by monitoring

Determine impact and urgency of an issue to determine priority, including security risks

Conduct initial triage and troubleshooting on a wide range of technology issues

Resolve issues within scope and continuously expands expertise to escalate fewer

Escalate unresolved requests with quality work documented

Guide, train, and advise employees on the proper use of equipment and IT services

Meet users at their office for deskside support as needed

Perform defined services, such as client PC builds, network & server maintenance, security operations, etc.

Manage IT hardware inventory, including deployment and recovery

Contribute to the IT knowledge base and positive development of the IT environment

Maintain records in a ticket tracking system and perform to measured service goals

Key Competencies

Windows client operating system & applications

Enterprise networking and infrastructure fundamentals

Google G Suite or similar enterprise productivity suites

Server administration experience is a plus, including Windows & Linux

IBM mainframe and AS/400 experience is a plus

Cisco networking command experience, including Meraki, is a plus

Skills and Qualifications

Proven ability to support employees with varying levels of technical ability over the phone and in writing, including C-level executives

Strong critical thinking skills that facilitate expedient problem resolution

Internal drive and urgency to solve problems systematically

Attention to detail (organizing information, being accurate)

Strong personal interest in technology and service

Awareness of current industry leading, innovative technology products

Demonstrated commitment to quality (including testing and validation)

Effective planning, prioritizing, goal setting skills

Optimas OE Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Optimas OE Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.