IT Support

Job Description

bLocation: Gurgaon, India Support duration: 24*7*365 (5 days working with 9 hours shift per day)2 General Description

• Provide first-line technical support and assistance to end-users via phone, email, remote or ITSM tools.
• Log and track all support requests and incidents in the ticketing system, ensuring accurate documentation and timely resolution.
• Diagnose and resolve hardware, software, and network issues, escalating complex problems to the appropriate IT teams when necessary.
• Work independently (Not only catch and dispatch) during weekends and holidays to guarantee the 9Hours x 7Days IT support based on the defined services. The 24Hx7Days service will be provided in collaboration with other teams in other time zones and locations.
• Customer-focused approach with a commitment to delivering high-quality service and support.
• Management of Service Provider resources on basis of SLAxc2xb4s, OLAxc2xb4s, SOPs, contracts and with individual targets.
• Follow standard operating procedures and troubleshooting protocols to effectively address common IT issues.
• Take care of new applications (New IT Landscape) which are used globally in case of incidents and problems that have a big business impact.
• Capability to work in critical moments alone until the central incident managers could be brought in.

3 Specific Accountabilities

• Provide support for Information Technology products and services. Support may include answering questions, Windows troubleshooting, O365 issues handling, teaching, or instructing customers regarding software or hardware functionality and communicating policy. Additionally, it may involve troubleshooting Printer, Internet, Email, SharePoint, OneDrive, VPN etc. related issues and resolving difficulties by taking system thru remote tools.
• Proficiency in troubleshooting common IT issues and resolving technical problems.
• Familiarity with IT service management tools and ticketing systems.
• Perform first level support (based on ITIL definitions & Application Support SOPs) to international users.
• Pro-actively monitor the respective system and react to any anomaly.
• Able to support on weekend and public holiday (Rotational basis)
• IT infrastructure background (mailbox, VPN, communication system, desktop) is a plus.
• Strong knowledge of IT hardware, software, and network systems.
• Strictly follow and comply with all the rules and regulation on DB Schenker Compliance Guideline.

4 Skills Required

• Good Communication skills in English (both written and spoken)
• Computer basic troubleshooting experience through phone / remote.
• Good attitude, problem solving skills.
• Strong & Fast learning ability with basic IT knowledge
• Flexible to work on shifts / Weekends / 24*7 environment.

5 Experience and Qualifications

• Experience xe2x80x93 1-2 years in Technical Voice Support Process or similar environment
• Degree in Computer Science or similar major
• Service Desk environment experience would be an advantage.
• ITIL certificated as a plus.