Position Overview
As a key member of the IT Operations team, the IT Support Technician will be responsible for all aspects of support for end users and their technology in the Mumbai office, whether in the office or working remotely, as well as select North American after-hours users. Examples include PC's and peripherals, Windows 11, MacOS, Microsoft 365 applications, Ring Central, various travel management booking applications and SaaS applications.
Additionally, this role will support the office work experience including basic network connectivity and shared resources such as printers and conference room technology. The role will work closely with other members of the IT team in the US and Canada, including Security, Infrastructure and Development teams, and will report to the Sr. Director of IT Operations in the US.
Shift Timings: 24/7 rotational shifts including nights (Night Allowances will be provided)
Responsibilities
- Monitor support tickets from start to closure
- Must be able to work flexible shifts to support the local users and interface with US based management and peers.
- Assist other support team members in the US and CA as required.
- Support other operations, infrastructure and security/compliance projects as required
- Communicate issues and concepts with US based management and peers
- Escalate all IT issues to management in a timely manner
- Demonstrate professionalism and patience while working with end users and management
- Document operational procedures and process as required
- Evaluate and respond to situations that may occur causing major issues
- Provide support for Active Directory services, Intune, O365
Qualifications
- Minimum of 4 years of Help Desk support required
- Minimum of 2 years of supervisory experience required
- Associates degree in IT or equivalent certifications
- Heavily focused experience with Microsoft 365 products including Windows 11, Microsoft 365 applications, SharePoint Online, and Teams.
- Excellent working knowledge of end user technology including PC's, peripherals, printers, mobile devices, etc.
- Strong knowledge with multi-factor authentication, email content filtering, and endpoint security controls.
- A good understanding of network concepts to be able to troubleshoot network connectivity issues.
- Ability to clearly communicate technical concepts and details to individuals at all levels of the organization in both simple and complex depending on the audience.
- Ability to multitask & prioritize workload
- Experience creating end user technical documentation using Word and Visio
- Must have a continuous improvement mindset
- Must be highly motivated, able to work with minimal supervision, and adapt to changes as needed
- Must possess a high level of attention to detail
- Must possess critical thinking and learning skills
- Must possess excellent spoken English
Preferred Qualifications
- Work in the Travel Management industry is a plus
- Travel agency applications experience a plus (Sabre / Smart Point)
- Ability to serve as the subject matter representative for the entire 0365 suite of services
- Solid troubleshooting capabilities
- Experience working in a global team environment
- This is not an exhaustive list of responsibilities, skills, duties, requirements, or efforts associated with the position
