Corporate IT Operations-Specialist

Overview

As an IT Support Specialist, you will join a team of engineers delivering technical service in a fast-paced, complex environment, supporting technical issues affecting FICO employees and infrastructure.

What you'll do

• Diagnose, prioritize, troubleshoot and resolve incidents reported by users via telephone, chat, email or walk-ins.
• Identify and escalate tickets requiring urgent attention and action.
• Log all contacts and document all activities and results accurately and completely in the incident management tool.
• Deal with and resolve helpdesk requests, e.g. Outlook issues, operating system issues, printer, standard software and antivirus.
• Route/assign tickets to the appropriate support group, if necessary.
• Adhere to established Service Level Agreements and follow up on tickets in a timely manner.

What you'll need

• Experience in Mac and Windows operating systems, SCCM, VPN, RSA and Active Directory.
• Awareness of basic networking concepts, DHCP, DNS, TCP/IP, VPN and related technologies.
• Proven communication skills (verbal and written).
• Knowledge of MSDN accounts, WebEx account and software assignment.
• Knowledge of the ITIL framework and terminology.
• Demonstrated problem-solving capabilities.
• Knowledge of Software Center Configuration Manager, Software Center and RSA.

Details

• Open to working in a 24x7 environment with rotating shifts and rotating weeks off.
• Location: Bangalore, India.