Global IS Support Specialist
Offer summary
Qualifications:
B.Tech / B.E., BCA, or MCA degree required., 5+ years of experience in IS Support helpdesk as L2 support, preferably with ITSM tools., Expertise in Office 365, Active Directory, Network Troubleshooting, Azure AD, Remote Desktop Troubleshooting, and SCCM., Strong verbal and written communication skills in English, with good interpersonal skills. .Key responsibilities:
- Receive and resolve escalated requests and incidents from tier 1 support.
- Conduct initial triage and troubleshooting on various technology issues.
- Monitor and manage the intake of all incidents and support requests through multiple channels.
- Provide L1 and L2 support globally and maintain knowledge sharing with team members.
Job description
Accelleron is accelerating sustainability in the marine and energy industries as a global technology leader in turbocharging, fuel injection, and digital solutions for heavy-duty applications. Building on a heritage of over 100 years as a trusted industry partner, the company serves customers in more than 100 locations in over 50 countries. Accelleron’s 3,000 employees are continuously innovating to deliver best-in-class products, services, and solutions that are mission-critical for the energy transition. You will join a team of experts in an exciting international environment, committed to excellence and innovation. Together, we support our customers in driving the transition toward sustainable industries with cutting-edge technology, deep expertise, and smart solutions. At Accelleron, we foster diversity and inclusion, welcoming and celebrating individual differences as a source of strength.
Accelleron 24x7 global service desk is looking for high caliber IS Support Specialist who provides defined services to the internal customers with best quality in the most efficient way. An IS Support Specialist endeavors to continuously improve upon the process & delivery of IS Support to Accelleron Turbocharging IS users across the global by helping users on issues which are escalated by IS support analyst or directly assigned to them, with the aim to meet the expectation of users and provide harmonious and delightful services to internal customers across the globe from India.
Your responsibilities
- Receives requests and incidents escalated from tier 1/scheduled work.
- Works to resolve technology issues that require deeper knowledge.
- Identifies trends in incidents to support problem management.
- Ensures prompt service response through the monitoring and management of the intake of all incidents and support requests through all accepted channels (phone, email, ticket system/web portal, walk up).
- Determines impact and urgency of an incident and support request to determine priority.
- Conducts initial triage/troubleshooting on a wide range of technology issues.
- Escalates unresolved requests and incidents to higher tiers.
- Provides deskside support.
- Build and maintain advanced skillset/knowledge in troubleshooting, infrastructure, and application suite.
- Provide L1 and L2 support to User Globally.
- Assign Access to Share mailbox, Distribution list, security group in Azure AD
- Able to resolve Office365, Network, login, DNS related issue.
- Deploy windows update and application using SCCM servers.
- Should create New Users in Active directory and assign license into Office365.
- Knowledge sharing, including training tier 1 employees and cross-training peers.
- Author, edit, and QA knowledgebase articles.
Your background
- B.Tech / B.E., BCA, MCA
- Firm attitude towards delivering end-to-end high-quality services and customer satisfaction.
- Expertise on supporting at least one of these: Office 365, Active Directory, Network Troubleshooting, Azure AD, Remote Desktop Troubleshooting, SCCM, Firewall.
- 5+ years of work-experience in IS Support helpdesk as L2 support, preferably using an ITSM tool.
- Good on verbal-written communication (English).
- Shift work would be required.
- Should have good interpersonal skills and be able to deal and respect different cultures across the globe.
Your Benefits
- Attractive compensation & benefits
- Employee Assistance Program
- Global parental leave program
- Flexible working model
We look forward to receiving your application. If you want to discover more about Accelleron, take another look at our website accelleron.com.
Accelleron Data Privacy Statement: accelleron.com/privacy-notice/candidate
Required profile
Experience
Other Skills
- Troubleshooting (Problem Solving)
- Customer Service
- Social Skills
- Communication
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