Premier IT Support

This job is with Kyndryl, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Who We Are

At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.

The Role

As a System Administrator at Kyndryl, you'll solve complex problems and identify potential future issues across the spectrum of platforms and services. You'll be at the forefront of new technology and modernization, working with some of our biggest clients - which means some of the biggest in the world.

There's never a typical day as a System Administrator at Kyndryl, because no two projects are alike. You'll be managing systems data for clients and providing day-to-day solutions and security compliance. You'll oversee a queue of assignments and work directly with technicians, prioritizing tickets to deliver the best solutions to our clients.

One of the benefits of Kyndryl is that we work with clients in a variety of industries, from banking to retail. Whether you want to broaden your knowledge base or narrow your scope and specialize in a specific sector, you can find your opportunity here. You'll also get the chance to share your expertise by recommending modernization options, identifying new business opportunities, and cultivating relationships with other teams and stakeholders. Does the work get challenging at times? Yes! But you'll collaborate with a diverse group of talented people and gain invaluable management and organizational skills, which will come in handy as you move forward in your career.

Your future at Kyndryl

Every position at Kyndryl offers a way forward to grow your career, from Junior System Administrator to Architect. We have opportunities for Cloud Hyperscalers that you won't find anywhere else, including hands-on experience, learning opportunities, and the chance to certify in all four major platforms. One of the benefits of Kyndryl is that we work with clients in a variety of industries, from banking to retail. Whether you want to broaden your knowledge base or narrow your scope and specialize in a specific sector, you can find your opportunity here.

Who You Are

You're good at what you do and possess the required experience to prove it. However, equally as important - you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused - someone who prioritizes customer success in their work. And finally, you're open and borderless - naturally inclusive in how you work with others.

Required Skills & Experience :

Minimum 8-10 years of experience in IT support roles.

At least 2 years of direct experience in VIP or executive-level support in complex, multi-platform environments including Apple Mac ecosystems.

Serve as the Single Point of Contact (SPOC) for end-to-end resolution of all technology issues reported by power users on a 24x7 basis.

Proactively enhance the technology experience of VIP users and improve ticket resolution turnaround time (TAT).

Perform remote preventive maintenance of technology assets such as laptops, monitors, printers, docking stations, RSA / VPN tokens, and data cards.

Accept and respond promptly to support tickets and emails to meet agreed Service Level Agreements (SLA).

Maintain

expertise

in all competencies essential to delivering consistently honored services.

Ensure the highest level of power user satisfaction,

maintaining

excellent Customer Satisfaction (CSAT) scores.

Analyze recurring issues and recommend permanent solutions.

Develop and

maintain

a knowledge base in ServiceNow for common issues and troubleshooting procedures.

Manage inventory and update records of critical technology assets for VIP users regularly.

Track incident history to provide context-aware support and

expedite

resolutions using IT ecosystem tools.

Install, upgrade, troubleshoot, and support Windows 10 / 11, Mac OS, and enterprise applications such as Microsoft Office, ERP systems, Ceridian, Pay, printers, and authorized desktop applications.

Perform remedial repairs on desktops, laptops, printers, and peripheral devices.

Provide troubleshooting support for laptops, desktops, handheld devices (iPhone, iPad, Android) with authorized network access.

Escalate unresolved issues beyond scope to Subject Matter Experts (SMEs) and leadership for

timely

resolution.

• Support video conferencing setup and connectivity in coordination with the AV team;

possess

strong knowledge of event support, video / audio conferencing, and AV systems.

Coordinate with SMEs for enabling URLs, cloud applications, and infrastructure access for VIP users and

maintain

SOPs.

Update tickets accurately with resolution notes and proper categorization.

Perform ticket analytics and promote self-service tools to senior leadership.

Troubleshoot issues related to laptop hardware, applications, VPN, ZTNA (Netskope), printers, etc.

Participate in testing new system images and applications before rollouts to senior leadership users.

Generate and present detailed reports on tickets, service requests, onboarding, and incident trends regularly.

Perform system upgrades and maintenance activities to ensure compliance with backup, patching, and endpoint security requirements.

Provide premier support during client and senior leadership team (SLT) visits, both on-site and remotely across geographies.

Handle requests from multiple communication channels, including voice calls.

Provide advice on document / email recovery, data management, and mobile device provisioning.

Participate actively in initiatives and projects targeting VIP user support improvements.

Skills and Competencies

Excellent verbal and written communication skills in English and Hindi.

Familiarity with audio-visual technologies, Microsoft Teams, VoIP, and networking fundamentals.

Strong technical knowledge of hardware including desktops, laptops, tablets, printers, projectors, and scanners.

Expertise

in multiple operating systems such as Windows, Mac OS, Android, and Linux.

Proficient with Apple devices (iPads, iPhones, iMacs), cloud service backups, and

syncing

Experience with IT support tools such as Active Directory, LANDesk, SCCM, MDM, O365, and ServiceNow.

Ability to manage multiple tasks and projects effectively.

Strong critical thinking and problem-solving skills.

Ability to learn

new technologies

independently and train others.

Hands-on experience with desktop builds, OS configuration, AD administration, hardware repair.

Skilled in

advising

preventive maintenance and configuration improvements.

Proven

track record

in problem ownership, resolution, and coordination with vendors and support teams.

Deep understanding of current and emerging technologies relevant to the enterprise IT ecosystem.

Education & Experience

Bachelor's or Master's

degree in any stream or equivalent experience.

Certifications such as MCP, MCSE, or CCNA are an added advantage.

Basic knowledge of ITIL practices is preferred.

Being You

Diversity is a whole lot more than what we look like or where we come from, it's how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we're not doing it single-handily : Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you - and everyone next to you - the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That's the Kyndryl Way.

What You Can Expect

With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter - wherever you are in your life journey. Our employee

learning programs

give you access to the best learning in the industry to receive certifications,

including Microsoft,

Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations.

At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.

Get Referred!

If you know someone that works at Kyndryl, when asked 'How Did You Hear About Us' during the application process, select 'Employee Referral' and enter your contact's Kyndryl email address.