Accordion - Associate - Senior System Engineer

Role Overview:

This role is a part of our global Accordion group. The responsibilities & nature of critical deliverables for this role will be spanning across geographies (currently India, U.S & U.K) with operations based out of our India office in Hyderabad. The nature of the role encompasses the functionalities catering to all our practices and offices.

The IT Help Desk Technician is a hands-on technical role focused on providing exceptional technical support to internal users across the organization. The role is responsible for managing the support tickets received from the users in the Helpdesk queue. The role also includes participating in knowledge management and continuous improvement of the overall process and procedures. The successful candidate should be able to multitask, must be detail oriented and proactively support the operations maintaining a high level of customer service.

What You will do:

The roles and responsibilities of Senior Systems Engineer will include the below:

• You will act as the primary point of contact for technical support related to access requirements, software or hardware issues to internal employees via phone, email, chat, or in person.
• Provisioning and de-provisioning of user accounts, access to applications, group emails, SharePoint, etc.
• Triage the user issues and resolve them, escalate to the L2 teams if necessary.
• In person support to the VIPs and senior leadership team to ensure their devices are working and necessary support is provided.
• Ensure the defined SLAs are met for resolving technical issues and ensure all support requests are accurately documented and resolved.
• Provide clear and timely updates on support requests, task status, and priorities to the IT Help Desk Manager and other relevant stakeholders.
• Maintain an up-to-date and comprehensive knowledge base by documenting frequently asked questions (FAQs), known issues, and their resolutions.
• Adhere to company security policies and procedures, ensuring the safeguarding of sensitive information.
• Foster a positive and collaborative working relationship with team members, demonstrating respect, reliability, and a willingness to support peers.

Ideally, you have:

• Bachelor's degree is mandatory.
• 3-4 years of experience in a cross-functional role, preferably in Helpdesk domain.
• Problem solving acumen with an eye for detail and an analytical bent of mind.
• Attributes of being a team player with excellent communication and relationship-building skills to support and collaborate globally.
• Willing to learn and explore new technologies.
• Understanding of ITSM concepts like Incident, Request, Change, Knowledge, Asset, etc.

Why Explore a Career at Accordion:

• High growth environment: Semi-annual performance management and promotion cycles coupled with a strong meritocratic culture, enables fast track to leadership responsibility
• Cross Domain Exposure: Interesting and challenging work streams across industries and domains that always keep you excited, motivated, and on your toes.
• Entrepreneurial Environment: Intellectual freedom to make decisions and own them. We expect you to spread your wings and assume larger responsibilities.
• Fun culture and peer group: Non-bureaucratic and fun working environment; Strong peer environment that will challenge you and accelerate your learning curve.

Other benefits for full time employees:

• Health and wellness programs that include employee health insurance covering immediate family members and parents, term life insurance for employees, free health camps for employees, discounted health services (including vision, dental) for employee and family members, free doctors consultations, counsellors, etc
• Corporate Meal card options for ease of use and tax benefits
• Work dinners, team lunches, company sponsored team outings and celebrations
• Reimbursement support for travel to office, as and when promulgated by the Company.
• Cab reimbursement for women employees beyond a certain time of the day
• Robust leave policy to support work-life balance. Specially designed leave structure to support woman employees for maternity and related requests.
• Reward and recognition platform to celebrate professional and personal milestones.
• A positive & transparent work environment including various employee engagement and employee benefit initiatives to support personal and professional learning and development.