IT End User Support Specialist

The End User Support Services Specialist will provide technical support and assistance to end users within the Vantive organization. This role involves troubleshooting hardware and software issues, software license management, cert management, managing user accounts, Data Backup and ensuring a high level of customer service.

Key Responsibilities

Technical Support : Respond to and resolve technical support requests via phone, email, and in-person. Install and support Windows OS including command line and client support, system configuration imaging and troubleshooting for Mac OS, Chrome OS, Android OS.

Troubleshooting : Diagnose and troubleshoot hardware, software, and network and mobility issues. remotely diagnose and correct common software, hardware or connectivity problems. Troubleshoot PC and mobile device issues including common OS, malware and security issues.

Ticket Management : Review and manage the active tickets in Service Now. Reporting of Service Now tickets.

User Account Management : Manage user accounts, permissions, and access rights in various systems.

System Maintenance : Perform regular maintenance tasks such as software updates, patches, and backups.

Documentation & SOPs : Maintain detailed records of support requests and resolutions in the ticketing system. Follow best practices & standards for safety, environmental impacts, and communication and professionalism.

Training : Provide training and guidance to end users on the use of hardware, software, and IT policies.

Collaboration : Work with other IT teams and Global IT team members to resolve complex issues and implement new technologies. Participate & contribute to new IT related projects.

Budget Plan - To plan and execute the budget for IT services & solutions. Working with various stakeholders / Business / Local Management & finance team to work on the yearly IT budget & then follow the budgeting process on regular basis to procure & refresh IT hardware.

Working with vendors on IT Procurement, Raising purchase requisition, Capex / Opex / PO for IT procurement & Invoice processing.

Customer Service : Ensure a high level of customer satisfaction by providing timely and effective support.

Qualifications

Education: Bachelor’s degree in information technology, Computer Science, or related field preferred.

Experience

Minimum of 6 years of experience in a technical support or end users support role.

Experience with Windows and macOS operating systems. Ability to create VDI / VMs & instances in cloud infrastructure. At least a certification in one of the technologies (AWS / Microsoft Azure / Google Cloud).

Good knowledge of Wintel servers’ management.

Working knowledge of mobility solution (iPhone /iPad / BYOD etc. configuration)

Familiarity with network troubleshooting and basic network configuration.

Skills

Strong problem-solving and analytical skills.

Excellent verbal and written communication skills.

Ability to work with multiple geographies in a multicultural environment.

Ability and maturity to manage Senior Level Stakeholders globally, regionally and locally.

Proficiency in using help desk ticketing systems.

Knowledge of Microsoft Office Suite and other common software applications.

Certifications

CompTIA A+, ITIL Foundation, or similar certifications preferred.

The IT specialist will have to visit other company locations for IT support solutions. Also, at times he may require working in evening or weekend work to perform maintenance or resolve urgent issues.