Roles and Responsibilities:
Responsible for the day-to-day maintenance of the application systems in operation, including tasks related to identifying and troubleshooting application issues and issues resolution or escalation. Responsibilities also include root cause analysis, management communication and client relationship management in partnership with Infrastructure Service Support team members. Ensures all production changes are made in accordance with life-cycle methodology and risk guidelines. Responsible for coaching and mentoring less experienced team members and or acting as a subject matter expert. In depth Functional knowledge of the application(s) supported and inter dependencies.
Hands-on Technical Support
· Ability to troubleshoot and resolve computer hardware problem & resolve in-house software bugs.
· Be available 24/7 for offsite support and willing to travel and assist in all ICT matters for India.
· Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role
· Hands-on experience with Windows Client /Server OS environments
· Good understanding of computer systems, mobile devices, and other tech products
· Ability to diagnose and troubleshoot basic technical issues
· Familiarity with remote desktop applications and help desk software (eg. Service Now,)
· Excellent problem-solving and communication skills
· Ability to provide step-by-step technical help, both written and verbal
· BS degree in Information Technology, Computer Science or relevant field
· Additional certification in Microsoft, Cisco or similar technologies is a plus
Network Infrastructure
· Ensure an efficient, secure and cost-effective ICT network infrastructure that supports the company’s business operations and conforms to regional and corporate guidelines.
· Direct accountability of the ICT infrastructure including telecommunication implemented.
· Ensure that the network infrastructure is available 24/7, 365 days a year.
Voice and Data Communication
· Ensure that the EPBAX is available 24/7, 365 days a year.
· Ensure that the office receives the most effective voice and data communication services in terms of price and quality.
· Understanding of PRI, Lease Lines, Broadband
Communication
· Excellent written & oral communication in English is a must; good knowledge of local language.
· Actively listens, checks understanding, uses language and tone appropriate for the audience, expresses ideas clearly and logically, builds rapport, and manages the emotions of self and others.
Result orientation
· Effectively sets and achieves realistic goals, monitors own progress, and assess quality, develop and follow action plans, seek feedback and modifies accordingly.
Technical Learning
· Should have good technical knowledge and the ability to pick up new details quickly.
· Keen to know about new industry, company, product, or technical knowledge as well as business skills.
· Does well in technical courses and business seminars.
· Required Work Experience (Brief description of the job-related experience needed to perform the job)
· +3 years’ experience in a technical hands-on & service-oriented role.
· Worked in an organization that is service-orientated and fast-paced.
Required Qualifications (Brief description of the educational background needed to perform the job)
· A degree/ specialization in Information Technology and/ or related discipline.
· Required Languages (Brief description of the language skills needed to perform the job)
· English and local language (usually Hindi).
· Travel / Rotation Requirements (Brief description of any travel or rotation requirements)
· Moderate travel as required.
Job Type: Full-time
Salary: ₹200,000.00 – ₹350,000.00 per year
Benefits:
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