IT Desktop Support Specialist

Job Description

POSITION SUMMARY This job holder is responsible is a part of the team which provides customer and technical support through analysis and problem solving to facilitate installation, implementation, maintenance, education, and documentation of a variety of computer and software technologies. Will directly interact with end users. Additionally, provides operational support for the company s Global Enterprise computing environment during Middle East & India business hours. The incumbent is expected to work in partnership with IT Infrastructure colleagues in region & globally to facilitate operational support of the Air Products enterprise computing environment. Ideally, the candidate will have hands on experience trouble-shooting on the technologies and hardware related to PC/Desktop/Tablet/Mobile devices in a corporate environment. PRINCIPAL DUTIES AND RESPONSBILITIES

• The Candidate will be a part of the IT Technical Support Client team.
• A significant portion of the job responsibility revolves around the support of the client technologies with a focus on the Air Products desktop, problem solving teams, project landings and testing. Candidate will be expected to provide executive support in the Middle East, India & Turkey region as a part of a team.
• Working with Technical Support and Engineering teams to provide additional testing, training, trouble-shooting and documentation in respect of Client Technical Support.
• Provide training and consultation for the Level 1 help desk agents for client support issues.
• Provides operational support for the enterprise computing environment.
• Cover prime-time (Business) hours from Monday through Friday (local time) and on-call support for urgent situations on non-prime-time hours, weekends and holidays, as a part of a rotation. There will also be the requirement to work some weekends.
• Record technical issues and solutions in logs. Help create technical documentation and manuals.
• Direct unresolved issues to the next level of support personnel or Coordinate with Pune TSC team to seek any support needed.

SKILLS

• Technically knoweldgeable and has a drive to learn new things. Hands-on experience with Windows environment, including O365, AD, windows patching, security tools, MDM, printing, etc.
• Must be highly motivated with very strong self-direction and initiative and work well in a team environment.
• Good interpersonal and communication skills and ability to deal with all levels of people in the organization.
• Expected to work outside of normal business hours and at weekends if required to provide support.
• Willingness and ability to travel occasionally.
• Flexibility to respond and adapt to new, different, or changing situations, requirements, or priorities.
• Expereince of conducting remote troubleshooting using Skype or any other tool.
• Experience in Service Now Helpdesk tool is plus.
• Experience with scripting like Powershell, batch, etc. is plus.
• Knowledge on reporting tool is plus.

EDUCATION AND EXPERIENCE

• Degree in Information Systems or Computer Science, specialized training, certification, or equivalent work experience.
• Approximately 3-5 years of experience within one or more areas within Information Technology (IT) or comparable organization.
• Client Support experience preferred. Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role.
• Excellent verbal & written communication skills, especially in English.
• Secondary language preferred, but not required.
• Strong problem solving & customer service skills.
• General understanding of Information Technology (IT) infrastructure and processes
• Ability to assess and prioritize competing urgent issues.
• Ability to effectively work independently and collaboratively across global, regional cross-organizational team environments and participate in virtual projects, work requests or activities
• Good understanding of ITIL processes utilized at Air Products (change, problem, incident, etc.)
• Good trouble-shooting and incident management respective to multiple technologies
• Ability to work with strategic vendors, outside service/support providers and other third party vendors

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Keyskills :
application servicesfinancial servicesplsqlsqlsqlthird party vendorsclient supportsecurity toolsreporting tooldesktop supportproblem solvingprint brokeringcustomer servicecomputer sciencetechnical supportit infrastructureexecutive support