Minimum 5 years in Desktop Support/IT Helpdesk role
Experience with printer, PC, and laptop configuration and repair
Hands-on support for Windows 7, 10, 11, and MAC OS
Familiarity with Windows 11 migration
Proficient in hardware/software troubleshooting
Experience with VPN, Soft Phones, Remote Desktop, VDI
Knowledge of ticketing systems, specifically ServiceNow
Strong communication and customer service skills
Proven track record in a financial environment
Responsibilities
Provide swift and professional deskside IT support
Perform on-site analysis, diagnosis, and resolution of desktop issues
Install, configure, test, and maintain client workstations and mobile devices
Utilize ticket management system to record and resolve Helpdesk tickets
Collaborate with global support teams to troubleshoot client issues
Participate in disaster recovery testing exercises
Write technical support documentation and Knowledgebase articles
Benefits
Business casual dress code
Opportunity to work in a dynamic financial environment
Access to advanced technology tools and resources
Collaboration with global support teams
Potential for professional development and training opportunities
Full Job Description
Details:
Click Apply now or you may call: [redacted] / email: Deepak Tyagi ([redacted]) for faster processing!
The Level 2 Team is considered the face of IT and for our clients the window to the wider technology groups. Its responsibilities lie predominately in resolving BAU tickets created by the Level 1 Team and reacting to escalations. Individual team members will attend a clients' desk to provide best-in-class technology support or use remote tools to assist clients in remote offices or who are working from home. Excellent communication and customer service skills are essential along with strong technical troubleshooting abilities.
Job Description:
Provide swift and professional deskside IT support
Perform on-site analysis, diagnosis, and resolution of desktop problems for clients, recommend and implement corrective solutions
Install, configure, test, maintain, monitor, and troubleshoot client workstations, mobile devices and related hardware or software in order to deliver required deskside service levels
Utilize the ticket management system to record, update and resolve tickets from the Helpdesk
Collaborate with other support groups across global locations to help troubleshoot client issues
Utilize tools for building, monitoring and troubleshooting client devices
Participate in Disaster recovery testing exercises
Upholding procedures for logging, reporting, and statistically monitoring desktop operations
Write technical support and client documentation in form of Knowledgebase articles
Meet or exceed expected customer service levels
Other duties as assigned by the Level 2 Support Manager.
Job Requirements
Details:
Minimum 5 years of relevant experience in a Desktop Support/IT Helpdesk role.
Experience configuring, installing, troubleshooting and repairing printers, PC and laptops.
Hands on experience with Win 7, Win 10, Win 11 and MAC OS support.
Windows 11 Migration.
Hardware / Software Troubleshooting
Experience with VPN, Soft Phones, Remote Desktop, VDI.
Asset Tracking / Inventory Management
Phone and Tablet support (Windows, iPhone, iOS, Android)
Experience with Ticketing System (ServiceNow).
Strong Communications Skills
Excellent proven track record supporting clients in a financial environment.
Excellent proven customer service based approach
Good written and verbal communication skills
Good time management skills
Strong organizational and analytical skills
Ability to multi-task and work under pressure
Ability to work autonomously and within team
Dress Code: Business casual
*Listed salary ranges may vary based on experience, qualifications, and local market. Also, some positions may include bonuses or other incentives*
