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End User Support Specialist

End User Support Specialist

RecroBengaluru, Republic Of India, IN
20 days ago
Job description

Summary :

The Lead IT Support Engineer delivers effective support to users, partners, and key stakeholders in a timely, professional, and customer-oriented demeanor. The Lead IT support Engineer will serve as the primary point for incoming support inquiries and ensure the reliability and operation of various end-user computing systems. This person will actively use our ticketing system to effectively manage support issues and communicate / document issues for escalation to support groups. They will also provide leadership and technical guidance to the entire

support team.

Essential duties / responsibilities :

  • Provide technical assistance and day-to-day support for local and remote incoming inquiries

related but not limited to computer systems, software, hardware, printers, and phones.

  • Walk through the problem-solving process with staff both local and remote and respond via

    • email, ticketing system, and phone after leveraging diagnostic programs and other utilities to

    find resolutions to problems.

  • Help the team document processes and procedures, including troubleshooting steps, and

    • write end-user instructional manuals, guides, and knowledge base articles to post and

    maintain on our service desk portal.

  • Participate and conduct technology workshops for our end users.
  • Ensure timely processing of on / off boarding staff (i.E., new hire / termination process).
  • Utilize existing Curriculum Associates policies and procedures and apply in support

    • situations as required.

  • Assist with system patching and coordinate with the IT Infrastructure team on larger scale

    • upgrades, deployments, and security initiatives.

  • Provide technology assistance, coaching and guidance to the team.

    • Required Job Skills and Abilities :

  • Experience in IT Support Services, PC, Mac troubleshooting and problem resolution.
  • Windows, MacOS and iOS experience is preferred.
  • Have strong organizational skills, problem-solving skills, and are detail orientated.
  • Have strong experience using and supporting multiple collaboration products.
  • Have strong customer service skills with high concern for customer satisfaction.
  • Good written and verbal communications skills.
  • Knowledge of Helpdesk Applications.
  • Experience providing tiered support with in-depth knowledge of desktop / application

    • troubleshooting.

  • MS Office 365 Productivity Suite, both past and current, with aptitude to pick up new

    • application support quickly.

  • Basic understanding of networking concepts, including DNS, DHCP, and TCPIP and how it

    • relates to the desktop environment.

  • Experience with desktop maintenance tools.
  • Experience with Active Directory user and group administration.
  • The ability to apply a clear and consistent troubleshooting methodology to support related

    • issues.

  • Experience with system provisioning suites.
  • Enjoy working in a collaborative environment where priorities shift to meet the needs of the

    • organization.

    Required Education and Experience :

  • 10+ years’ experience in a relevant role preferred.
  • Relevant certifications are advantageous.
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    Support Specialist • Bengaluru, Republic Of India, IN

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