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Service Desk – Tier 1
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Service Desk – Tier 2- India
Guggenheim Partners —Mumbai, Maharashtra
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- Software troubleshooting
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Service Desk – Tier 2

Guggenheim Partners -
Mumbai, Maharashtra

Apply Now

Job details

Full-time

Qualifications

Software troubleshooting
Customer service
Communication skills
VPN

Full job description

Position Summary

The Service Desk – Tier 2 Support Specialist provides advanced technical support to employees. This position is for individuals with four to seven or more years of experience. The main responsibilities include resolving complex issues that Tier 1 support cannot handle, managing difficult incidents, and working with other teams to ensure quick and effective solutions. This role requires strong technical knowledge, excellent customer service, and the ability to work well under pressure.

Responsibilities

Key Responsibilities:

Diagnose and resolve advanced problems with computers, software, and network connections that are passed on from Tier 1 support.
Troubleshoot more difficult issues with applications and custom systems.
Ensure problems with desktop, mobile, remote access, and VPN are fixed.
Escalate unresolved issues to Tier 3 or external support, making sure the handover is smooth and timely.
Act as a link between users and higher-level support teams, providing clear and detailed information about issues.
Monitor and track incidents using helpdesk tools to ensure service standards are met.
Analyze repeated problems to find the main cause and suggest permanent solutions.
Manage user accounts, permissions, and access requests across different systems.
Handle password resets, multi-factor authentication, and access control as needed.
Support cloud-based applications and work with vendors and internal teams to manage updates and improvements.
Keep detailed records of solutions and best practices in the helpdesk knowledge base.
Suggest improvements to documentation and training materials.
Deliver high-quality customer service, maintaining professionalism and clear communication at all times.
Provide regular updates to users and internal teams about the progress and resolution of incidents.
Support proactive monitoring of important systems to identify and report issues before they affect users.
Help implement automated solutions to reduce repeated problems.
Work with other IT teams (such as network, infrastructure, and security) to solve complex issues.
Mentor and train Tier 1 support staff to help them improve their troubleshooting skills.

Qualifications

Requirements:

Problem-Solving Skills: Ability to troubleshoot end user issues quickly and efficiently.
Customer-Centric Approach: Strong communication skills with a focus on providing exceptional customer service.
Attention to Detail: Precision in handling escalations, documenting solutions, and following procedures.
Collaboration: Ability to work effectively with global teams and cross-functional departments.
Adaptability: Comfort working in a fast-paced, high-pressure environment with shifting priorities.
Proactivity: Ability to anticipate potential problems and take preemptive action.

About Guggenheim Investments

We focus relentlessly on delivering results through innovative solutions. We relish opportunities to solve complex problems through exhaustive approaches. As we conduct our business every day, every member of Guggenheim is expected to uphold our uncompromising standards for integrity and excellence and to be personally accountable for their actions and business results.

Our principles entail engaging highly talented people, challenging them to think creatively, and encouraging them to achieve extraordinarily high standards in their fields of expertise. To succeed at Guggenheim, candidates should be a strong fit with our business principles, culture, and value system. We encourage you to review Our Firm page to learn more about how we seek to create value through our diversified businesses. Visit the link below to review our current openings and job descriptions and to apply today.

We offer compelling opportunities for self-starters who take great pride in the quality of their work and seek to exceed expectations. We are looking for people who take ownership, adhere to the highest standards, and think creatively to realize opportunities.

Guggenheim is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Learn more at GuggenheimInvestments.com, and follow us on LinkedIn.

Apply Now

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