Systems Support Specialist III

Overview

Provide hands-on IT systems support, troubleshooting and maintenance across hardware, operating systems, network, telephony and Microsoft 365, with service desk and end-user support duties.

What you'll do

• Provide hands-on support by installing, diagnosing, repairing and maintaining client management and asset systems.
• Support local server hardware, operating systems, network infrastructure and telephony through troubleshooting incidents with customers via phone or virtual communication.
• Manage, troubleshoot and configure the M365 platform and related technologies, including Azure AD, Skype for Business, Teams, Intune and SharePoint Online.
• Perform assigned tasks with minimum supervision and manage efforts based on proper triage, prioritization, documentation and closure; take corrective action and/or escalate incidents to reduce service downtime.
• Create documentation on newly resolved issues, root cause analysis and troubleshooting steps attempted before closing or escalating service requests.
• Assist in implementing business systems and manufacturing initiatives, delivering configurations and end-user desktop support with adaptation and assistance on usage.
• Participate in the service desk call/ticket queue as necessary.
• Perform system upgrades; assist end users with migrating to new applications and converting personally developed data files.
• Follow operational standards for reporting, monitoring, troubleshooting and sourcing issues with provided tool sets.
• Maintain asset inventory of software and hardware through the asset management tool sets.
• Ensure all configurations comply with IT policies and security parameters.
• Consult with IT personnel as necessary to diagnose and resolve system or networking issues.
• Assist with development, implementation and management of policies, processes and standards across data, voice and video service delivery platforms.
• Establish and implement activities to improve technology compliance with internal policies and standards.
• Interact with vendors for incident resolution as required.

What you'll need

• Associate degree in Computer Science or equivalent experience.
• 5 years of experience troubleshooting PCs, printers, phone and network issues.
• Advanced knowledge of Microsoft technologies relating to the configuration and troubleshooting of previous and current versions of Microsoft Windows, Office, Outlook, network printing and M365.
• Solid understanding of networking, wireless and telecommunication fundamentals.
• Understanding and troubleshooting of mobile technology and MDM as it relates to smartphones and tablets.
• Understanding of installation, configuration and troubleshooting of audio/visual equipment, including video/teleconferencing and projectors.
• Strong problem-solving skills.
• Solid verbal and written communication skills and willingness to actively contribute in a team environment.
• Ability to be on call and deliver support during operations service interruptions.
• Ability to work late evening shifts and weekends if required to support business needs or IT initiatives.
• Ability to travel among other facilities if needed.

Nice to have

• Bachelor's degree in Computer Science or equivalent experience.

Details

• Location: Pune, India.
• Travel to other facilities may be required.
• On-call availability and late evening and weekend work may be required.