Technical Support Engineer 1 - MacOS, Apple at PERSOL · Gurugram(…

**Immediate Joiners Only**

Job Details

• Position: Technical Support
• Location: Gurgaon, India New Office
• Employment Type: 1-Year Contract
• Experience Required: 2+ Years
• Working Days: 5 Days a Week
• Weekend/Public Holiday: Candidate should be flexible to work weekends and public holidays when required
• Shift Flexibility: Candidate should be comfortable working in shifts
• Business Travel: May be required occasionally
• Location: Building No. 9, Tower A, 9th Floor, DLF Cyber City, DLF Phase 3, Gurugram, Haryana 122002.
  

Job Description:Operations and Administration

• Manage and lead the IT support team of contractors in India and provide IT support to INDIA users.
• Participate in decision making to embrace better customer service and work with local business in accordance.
• Communicate with the local business with respect to all IT services provided and address all concerns and issues identified by the business.
• Support and embrace the global standards related to both hardware and software for the Gurgaon/India users.
• Provide remote/virtual support using Zoom or other remote tools available to technicians.
• Provide escalation support from level 1 support using the ServiceNow Live Chat & Phone service. Prompt responding is vital.
• Work on Global Service Desk incidents/requests that are routed to the Global Service Desk via ServiceNow and with Local Workforce Support teams to help resolve/satisfy incidents/requests.
• Use additional IT tools to provide 1st line resolutions, including Okta Admin, Active Directory, Intune, ServiceNow, Zoom, etc.
• Manage local and regional vendors to ensure the delivery of IT services that are both cost effective and of the highest quality.

Strategy, Escalations, Collaboration & Documentation

• Collaborate with key stakeholders to understand business needs and dependencies to better align the support requirements.
• Record incidents accurately and timely in the ServiceNow ticket management system.
• Clearly articulate strategic issues and provide relevant, logical options for solving them.
• Communicate with 2nd line support teams for incident follow-ups or escalations.
• Identify, modify, create, and work with Knowledge Managers regarding outdated documentation.
• Keep customers informed about their open tickets.

Miscellaneous

• Support Windows, macOS, iOS and Android operating systems.
• Support Apple, Dell, and Lenovo devices.
• Support printing and MFP setups in the WBD environment.
• Occasional business travel may be required.
• Participate in global projects as required to deliver new services.
• Perform any other ad hoc responsibilities as requested by the Manager.

Qualifications & Experience

• 2+ years of prior experience supporting a complex technology environment and users.
• Superior analytical and problem-solving skills.
• Experience managing outages.
• Excellent written and verbal communication.
• Excellent relationship-building skills.
• Ability to work collaboratively within a team.
• Ability to handle multiple assignments concurrently.
• Ability to prioritize based on criticality.
• Comfortable working independently based on time-zone requirements.
• English proficiency required: Upper-Intermediate.
• Ability to work 100% onsite.
• Ability to work weekends, public holidays and shifts.

If interested share your cv on:

dinjal.mehta@persolapac.com

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