IT Support Engineer II

Alegeus

5 - 10 years

6 - 10 Lacs

bengaluru

Posted:3 hours ago| Platform:

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Skills Required

publishing development manager analytical active directory healthcare customer service microsoft information technology financial services customer interaction

Work Mode

Work from Office

Job Type

Full Time

Job Description

Triage incoming requests to the team and with direction from management, assign tasks and track request prioritization.
Diagnose, troubleshoot, and resolve software application, hardware, and connectivity issues related to service and product offerings.
Respond promptly to customer inquiries via telephone, email or web.
Manage multiple customer cases simultaneously, ensuring all case-related information and activities are accurately documented, and supplying prompt progress updates to customers and manager.
Supply employee training on proper system use.
Work closely with other teams to manage technical escalations and issue resolution.
Show enhancement opportunities to promote efficiency.
Create, document and adopt methods to help drive improvement and efficiency in all Help Desk related functions, including technical and non-technical guides.
Manage with HR & Senior Manager, IT (Information Technology) Operations, new hire configuration including workstations, telephony, and all technical requirements.
Manage systems that are internal client facing, including Active Directory, Office, SharePoint, Phone System and Azure AVD (Azure Virtual Desktop).
Monitor and support proper system configuration for user endpoints (PC and AVD).
Ability to work flex shift hours.
and resolution.

EDUCATION/EXPERIENCE

Bachelors degree in a technical discipline preferred or equivalent experience with at least 5 years of experience.
Proficiency in remote support tools and Microsoft Office suite.
Strong technical expertise in both PC and Mac operating systems.
Experience with Azure Virtual Desktop, Microsoft MECM (SCCM/Intune), and JAMF.
The desired candidate should have excellent customer interaction skills with the ability to handle and diffuse challenging customers and situations.
The ability to multi-task and work under dynamic conditions and constraints with minimal supervision, i.e., strong analytical, prioritization, time management, and follow-up skills.
The ability to respond to customers in writing and over the phone with a high degree of professionalism and accuracy.

ROLE-BASED COMPETENCIES

A passion for healthcare, financial services, behavioral economics, consumerism and/or any combination of these disciplines.
Strong bias towards action - can efficiently drive development projects to conclusion through proactive planning, extremely high attention to detail, and holding stakeholders accountable.
Design Focused must have a passion for software design and solutioning.
Product geekiness strong intellectual curiosity to understand products, how they work, and how they solve client problems.
Domain expert - Has a strong grasp of intricacies of user problems within the context of broader industry dynamics.
Sound business judgement can focus on what s important, synthesize complex information simply, and extract the most important insights.
Technical credibility extremely high comfort with and aptitude for understanding how technology supports product, business, and client objectives.
Excellent verbal and written communication skills - can craft clear requirements and expertly communicate with technical and non-technical audiences.

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