Analyst, EUC

ICE Mortgage Technology

2 - 7 years

4 - 9 Lacs

hyderabad

Posted:-1 days ago| Platform:

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Skills Required

it services costing vpn active directory windows microsoft troubleshooting licensing technical support dhcp

Work Mode

Work from Office

Job Type

Full Time

Job Description

Responsibilities Provide first level contact and convey resolutions to customer issues Participate in Corp events and facilities work as relating to IT Participate in various Corp IT projects Participate in various IT purchasing duties, including software licensing costing, renewal and maintenance Work closely with local management and Facilities Monitor and respond quickly and effectively to requests received through the ticketing system
Properly escalate queries as necessary Participate in the installation and management of local IT Services including Servers, and network devices
Work closely with Tier 2 and 3 engineers for escalations and ensure two-way communication with local staff is established Walk customers through problem solving process
Follow up with customers, provide feedback and see problems through to resolution Document related processes and procedure and share them in the centralized IT document repository Participate in local onboarding and offboarding of staff
Utilize excellent customer service skills ad exceed customer expectations Ensure proper ticket recording, documentation, redirection and closure Recommended procedure modifications or improvements
Preserve and grow your knowledge of operation procedures, products and services Knowledge and Experience Proven working experience providing first level support for employees Working knowledge of ServiceNow and remoting tools (RDP, Bomgar, etc
) Minimum 2+ years of experience supporting Windows and Mac environment
Strong knowledge and experience working with Office365 and Microsoft solutions ie
SharePoint, OneDrive, etc
Knowledge of imaging technologies
Strong knowledge and experience with Laptop and Macbook OS and hardware
Knowledge and experience with mobile solutions such as Intune
Knowledge and experience supporting collaboration tools such as Zoom client, Zoom Rooms, Webex and Microsoft Teams
Strong client-facing and communication skills
Advanced troubleshooting and Multi-tasking
Knowledge on supporting printers, network equipment and local hub rooms
Understand Active Directory and SSO and multifactor authenticators
Understand the basics of client connectivity: VPN, DHCP, TCP/IP, etc
Strong customer service and troubleshooting skills Experience working with medium to large global corporations in IT Support functions is desired
Demonstrated ability to always maintain a customer-service focus and attitude
Worked with global teams based out of US and Europe Must be able to remain calm in pressure situations
The ability to simplify complex technical solutions and convey them to end users
Must be able to adapt quickly to a constantly changing environment Willingness to learn and adapt new technologies
Proactively address new and emerging problems
Due to the nature of the job, some level of flexibility for after-hours support, may be required from time to time
Might need to work on Saturday or Sunday on need basis for change execution
Ready to work in rotational shift to provide 24X7 support

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