Job
Description
Job Purpose - This role offers individuals with foundational skills the opportunity to expand their knowledge in core IT administration, end-user computing, networking, and business-critical application support. RWS is focused on building a first-class internal IT operation that provides tools, procedures, methods, support, and infrastructure for a rapidly expanding global organization. This position requires working in shift-based schedules, providing support 24x5 with occasional evening and weekend work, with a planned expansion to 24x7 operations. The ideal candidate is highly motivated, customer-focused, and committed to service delivery excellence. Key Responsibilities - Respond to inbound emails, calls, and tickets from users experiencing technical IT issues (software and hardware), aiming to resolve them with a high level of customer service. Responsible for tracking incidents, managing change requests, and handling service requests from initial identification through to resolution, ensuring appropriate logging and escalation categories are used. Interact with users to resolve IT-related concerns, providing timely IT support in line with company SLAs. Deliver end-user IT support for internal RWS employees, ensuring a positive, consistent, and high-quality customer experience. Manage Service Desk (IVANTI) tickets to ensure timely resolution; end-user support may be provided through face-to-face interactions, phone, email, TeamViewer, or MS Teams. Perform basic and intermediate-level technical troubleshooting within defined scope. Ask targeted questions to users to quickly diagnose issues and escalate promptly if necessary. Monitor and track issues through to resolution (if within the scope of second-level support) within agreed time limits. Escalate complex incidents to appropriate higher-tier support in line with company processes to ensure customer needs are met. Support Windows operating system, software installations, and upgrades using SCCM. Troubleshoot environments including VMware vCenter, Windows Server, EMC SAN storage, and backup technologies. Plan and organize daily workload, prioritizing service calls and adjusting tasks to support high-priority operational requirements. Provide technical support using remote-control software, email, phone, or chat to RWSs global user base. Manage assigned issues through the Service Desk incident management system. Ensure the status and history of issues are accurately monitored, updated, and closed upon resolution. Adhere to policies and procedures, suggesting improvements to support processes for better service quality. Follow security processes in line with company policies and regulations. Maintain documentation, procedures, and standards, and submit asset information as required. Gather and document comprehensive information for escalation teams to conduct advanced investigations. Collaborate with teams such as Business Applications when resolution depends on application-side changes or fixes. Participate in ongoing development by engaging in ad-hoc project work as required. Skills & Experience - 4 – 6 years in an IT support environment. Windows Server (2012/2016/2019/2022). Microsoft Office, Active Directory, and Office 365. Windows Desktop (10/11) Microsoft Exchange Basic networking protocols (TCP/IP). Antivirus technologies. Internet technologies (WWW, FTP, Email, TCP/IP, VPN). Expertise across multiple ITSM toolsets. Proven ability to reduce call volumes through trend analysis and service improvements. Experience working in customer-focused environments. Strong troubleshooting and fault-finding skills. Ability to remotely guide users through IT systems to gather relevant information. Strong verbal and written communication skills (English). Professional and approachable email/telephone manner with excellent interpersonal skills. Proficiency in using email and Microsoft applications. Willingness to work in a shift-based schedule. Shift Timings - There will be a rotational shift timing as mentioned below - NASA - 8 :30 PM to 5 :30 PM (IST) APAC - 9 to 6 PM (IST) EMEA - 11 AM - 8 PM (IST) Split shifts - 4 PM to 1 AM and 2 PM to 11 PM (IST)
