IT Support Specialist

• Provide tier 1 hardware and software support for local and remote Mac OS X and Microsoft Windows users across the globe
• Handle support queue, respond to emergency hotline calls and take part in weekend holiday On-call rotation
• Provision and installation or IT equipment such as Monitors,cables and peripherals at desks
• Provision new laptops, set up workspaces, and handle on-boarding training for new hires.
• Source and manage inventory for all RD Center office
• Support telecommunications and digital signage technologies such as Fuze VoIP phones, Zoom, and RiseVision
• Provide desk-side support for our India RD Center employees
• Assist in developing and documenting standards and procedures for end-user support.
• Provide base-level systems and network support in conjunction with our Server and Network teams.
• Help improve automation in account, system, and application provisioning.

Experience:

• Min 8 years IT Helpdesk or desktop support experience
• AD account creation/maintenance experience
• A valid passport and ability to engage in limited travel
• Experience administering and working with common cloud-based enterprise solutions (eg, Gmail, GDrive, Box, Slack, Global Protest, Zscaler, Crowdstrike etc)
• Basic knowledge of endpoint security and management
• Audio Visual Support experience(Zoom, Neatboards, Logitech TapIP, scheduler)
• IT Hardware asset management experience(Procurement, Shipment, stock mgmt, material inward/outward movement)
• Mac OS X and Windows 10 support experience
• IT ticketing system experience (preferably ServiceNow)
• Mobile device support experience (preferably iOS/Android)
• Good with the following processes: New hire on-boarding and Leavers Off-boarding
• GSuite, Okta, JAMF and Airwatch (Workspace One) administration experience is a plus
• Base-level Ubuntu/Linux support experience is a plus
• Tech Certifications, ITIL foundation cert is desirable
• Proficiency in any scripting language such as Python, IaC, Shell scripting etc will add a huge advantage to the candidature.

Desired additional Skills:

• Excellent communication skills, ability to handle users and leaders at all levels - L2
• Logical thinking and Decision making - L2
• Negotiation Skills - L1
• Presentation Skills - L1
• Escalation Management - L2
• Incident Triage - L1
• Major Incident Management - L1
• Service Request fulfillment - L1
• Knowledge(KB) Articles creation in ServiceNow - L1