Information Technology Help Desk Analyst

Location: Remote/WFH

We are looking for someone who is passionate about technology and loves to solve complex problems at scale. The primary purpose of this role is to provide assistance to customers by troubleshooting technical issues and providing appropriate resolutions for all technological, software, and hardware assets for our client teams. The ideal candidate should be an outgoing and confident person with a pleasant voice. The candidate should be eager and willing to help people to sort out their problems, have multitasking abilities, and be prepared to contribute in a fast-paced work environment. Excellent problem solving and analytical skills would prove to be an advantage. Effective communication and organization skills are essential. You will be the voice and representative of technology for our teams spread around the world. 

What You Will Be Doing

·      Support deployments and operations of all technology assets for customer, this includes network devices, mobile field apps, corporate IT 

·      Ensure prompt response and timely resolution of IT requests by prioritizing, monitoring, and handling tickets from open to close, escalating issues and documenting resolutions 

·      Triage incoming issues and provide technical support to end users via various channels (e.g., phone, email, Slack) 

·      Perform first touch support and escalate issues as necessary to the appropriate group. 

·      Sets high standards of performance for self, assuming responsibility and accountability for successfully completing assignments or tasks, self-imposing standards of excellence rather than having standards imposed 

·      Maintain an attitude of commitment through an outward display of willingness 

·      Participate in the refinement and execution of IT and team initiatives 

·      Position requires use of headset/microphone 

·      Position requires working in changing shifts and on weekends too.

·      There will be 5 shifts per week and if you work any additional shifts then you will be compensated with overtime allowance or comp-off

What You Should Already Know

·      3+ years of experience directly managing IT operations, ideally in a field-deployed and remote environment 

·      3+ years of experience managing mobile applications (Android/iOS), MDM experience required, IoT

       experience is a plus 

·      1+ years of experience in Microsoft 365 or Office 365 environment 

·      1+ years of experience in managing virtual machines and IT Networking

·      3+ years of experience with Mac OSX and Windows Desktop environments (Client Side) 

·      3+ years of experience working in a distributed environment (manager or team in a different

       location) 

·      Experience as a system administrator is good to have

·      Experience of troubleshooting issues on Azure Cloud is a big plus

·      Excellent verbal and communication skills with strong attention to detail