Technology Support Analyst

Job Title: Technology Support Analyst

Location: Mumbai, India

Reporting Manager: Manager

Role Summary:

To ensure success as a technology support analyst, the person should have in-depth knowledge of hardware and software systems, high-level interpersonal skills, and the ability to solve complex IT issues. Ultimately, a top-notch technical support analyst can easily identify and solve technical issues on-site and via remote access.

Responsibilities and Duties:

• Responsible to act as the key contact person for Integreon employees regarding any computer questions or applications.
• Responsible for providing level 1 or level 2 desk technical support
• Maintain Service Desk SLAs and quality standards established by Global Integreon.
• Create and update all tickets in our ticket tracking system, prioritize tickets based on priority and workload as well as manage all deadlines.
• Responsible for installing, testing, updating, maintaining or repairing computer software, hardware and other systems as required for Integreon products.
• Responsible for developing and maintaining computer information resource (Asset inventory).
• Responsible for on-time delivery of metrics and reporting, including SRRs for all Technical Support related issues.
• Responsible for other miscellaneous duties as assigned.
• Good Knowledge of MS outlook 2013,2016 & Office365 and Microsoft Teams
• Good Knowledge of MS windows 10.
• Experience in leveraging Remote tools, such as Log Me In and Team Viewer, etc.
• Good Knowledge of Active Directory Management
• Good knowledge of Microsoft Exchange - User Management
• Sound Knowledge of Citrix, VM would be an added advantage (Optional).

Functional Skills:

• Excellent communication and documentation skills.
• Excellent time management skills.
• Excellent diagnostic skills to troubleshoot issues arising during implementation.
• Should be able to work under pressure and meet tight deadlines.
• Professional approach to problem solving
• Candidate must have the ability to multi-task and oversee multiple projects at any given time, as well as perform accurately under time pressures and constraints. This position will also need to maintain confidential information and work in a fast-paced, dynamic and creative organization.
• Ability to communicate effectively with employees and customers in a friendly and professional manner. Good listening skills and tact are essential.
• This position must also show initiative and good judgment, functioning well under pressure, able to switch gears at a moments notice as well as the ability to concentrate in an environment of multiple demands and distractions.
• Demonstrate flexibility and responsiveness.
• This position also requires skills of a detailed oriented, well-organized, self-motivated, problem solver who can work independently.

Qualifications and Experience Requirements

• Any Graduate (Graduation in Information Technology is an added advantage)
• Should have 3+ years of work experience in desktop support (level 1 and 2) supporting global users.
• Minimum 1 year of working experience in providing on-call technical support (Customer Care).
• Microsoft Certified or Trained would be an added advantage

Shift Timing:

• Should be comfortable in working 24x7 environment, including weekends.
• Should be comfortable working in rotational shifts (in IST) including night shifts - 07:00 am to 04:00 pm / 02:00 pm to 11:00 pm / 10:30 pm to 07:30 am

Company Information:

Integreon is a trusted, global provider of award-winning legal and business solutions to leading law firms, corporations, and professional services firms. Our highly trained, experienced staff of over 3,000 employees globally service a comprehensive range of client needs that require scale and expertise, enabling clients to become more operationally efficient. Integreon works with corporations and law firms who rely on our teams experience and expertise in documents, administrative and business services. With delivery centres on three continents, Integreon offers multi-lingual, around-the-clock support, as well as onshore, offshore and onsite delivery of our award-winning services.

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Visit us at: www.integreon.com