Precision Medicine Group Looking for Technical Support Specialist- Pune India at Pune, Maharashtra Full Time

Position Summary – This position works independently to provide shared technical support remote users supporting the Precision business. Support includes but is not limited to desktop hardware, desktop operating systems, desktop office productivity software, network hardware and software, security devices and software, printers, and mobile devices. Infrequent travel may be required.

This resource will support local Pune employees to image, setup and support all machines in India, plus provide after hours support for US employees with technical issues. Working hours will be 5:30 am (Pune time) through 12:30 pm.

Qualifications

Education: Bachelor degree or equivalent. Microsoft and Apple technical training is preferred.

Work Experience:
Minimum of 3 years of experience in a help desk role is required

Experience with end-user support, help desk ticketing software, hardware and software upgrades, hardware and software troubleshooting and providing formal/informal technical training is required

Experience with Microsoft Office 2010 / 2013 / 2016 / 2019 / 365 and Office for Mac 2011 / 2016 / 365

Experience with Windows XP, 7, 8.1 & 10 is required

Experience with Mac 10.x is required

Experience with Android, iOS, and Windows Mobile devices is required

Active Directory and Exchange environment experience is required

Skills:
Must be able to troubleshoot remote issues and support offsite users

Ability to effectively communicate with both technical and non-technical individuals

Ability to read and interpret documents, for example, operating/maintenance instructions and procedure manuals

Ability to perform light to medium physical work of lifting up to 50 pounds

Knowledge of Sharepoint or other portal products is a plus

Knowledge of VOIP/PBX systems

Reudementary network knowledge is a plus

Knowledge of computer imaging

Knowledge of VPN is required

Knowledge of network shares, namespaces and mapped drives is required

Knowledge of encryption

Familiarity with Manage Engine ServiceDesk Plus

Competencies: problem-solving, detail oriented, communication skills (verbal and written), multi-tasking, analytical skills, patience, and flexibility

Essential Functions:
Answers, evaluates, and prioritizes service requests received via help desk, telephone and in-person from users across the Enterprise

Ensures timely resolution of user issues by assigning an appropriate priority and resolution goal

Performs diagnostics to collect information to determine source of error

Isolates performance issues to determine cause of hardware malfunctions such as hard drive, printer, cables or telephone

Resolves printing issues and network connectivity issues

Troubleshoots Mac hardware and software issues and identifies and resolves hardware and software application problems

Contacts software and hardware vendors via voice or online systems to research issues and determine and implement recommended solutions

Analyzes and corrects issues using documented procedures and available tools as well as personal knowledge and skills and recommended solutions

Brainstorms with team members to resolve more complex issues and escalates difficult issues to IT Manager

Performs imaging setup for standard desktop applications

Performs daily checks to verify system availability

Participates in creation and maintenance of IT standards and procedures

Tests and deploys new software, procedures, installation, conversion and upgrade activities

Site visits to other local sites

Infrequent travel to other sites may be required

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Precision Medicine Group is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other characteristics protected by law. © 2020 Precision Medicine Group, LLC

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact Precision Medicine Group at [email protected].