Designation: Senior Team Member

Location: Bengaluru

Years of exp: 4-6

Your new role:

• Address escalated issues related to Windows and Mac computers, providing in-depth troubleshooting.
• Manage hardware repairs, software installations, and upgrades in collaboration with third-party vendors.
• Maintain alignment with global IT standards and protocols.
• Operate and support the IT Lounge for walk-in users.
• Collect and analyze user feedback to improve the support experience.
• Assist with IT onboarding and offboarding processes, ensuring timely setup and recovery of assets.
• Conduct health checks for all conference room AV equipment.
• Support key events such as All Hands meetings and business unit cadences, including logistics and technical management.
• Troubleshoot audio/video issues and provide weekend support when required.
• Work closely with global IT teams and vendors to resolve complex hardware and software issues.
• Ensure timely response and resolution of service disruptions.
• Coordinate with cross-functional teams and assist in IT maintenance.
• Ensure the asset management database is updated accurately.
• Generate reports on KPIs, service performance, and compliance with SLAs.

What you need to Succeed:

•  
• Strong technical expertise in Windows, Mac systems, SCCM, JAMF
• Experience with AV equipment support.
• Extensive experience providing IT support remotely and face-to-face.
• Good Knowledge Network concepts (servers, routers, access points, switches)
• Good Knowledge in Windows Servers
• Extensive experience directing and managing projects including managing specialist vendor relationships
• Extensive experience supporting/administering many of the following: Windows 10, MacOS, SCCM, Jamf, Zoom, Microsoft Office365/M365 Teams, Okta, Intune, Microsoft 365, ServiceNow.
• Good Knowledge of ITIL Foundation.
• Proven track record in customer experience and vendor management.
• Ability to resolve escalated technical issues and provide guidance to Level 1 engineers.