We are seeking an experienced IT Support Specialist to join our team and take charge of supporting and facilitating major incident and problem management processes. The successful candidate will ensure adherence to processes, oversee Root Cause Analyses (RCAs), and report statistics related to Operational Level Agreements (OLAs) and Service Level Agreements (SLAs). Additionally, this role involves defining, creating, and reviewing standards and procedures for IT services, as well as actively participating in larger IT projects led by Subject Matter Experts (SMEs).
The ideal candidate will possess excellent customer service and problem-solving skills, enabling them to address issues comprehensively by collaborating with internal and external stakeholders. Furthermore, they will demonstrate proficiency in a variety of operating systems (Mac, Windows, Linux), Microsoft products (such as Windows 10 & 11, Office 365, Teams), and hardware components including laptops, desktops, printers, mobile phones, and peripherals. Knowledge of diagnosing and resolving Audio-Visual (AV) equipment and application issues is also required.
Key Responsibilities:
- Support and facilitate major incident and problem management processes, ensuring adherence to established protocols and driving progress on RCAs.
- Generate reports on statistics pertaining to OLAs and SLAs to ensure service delivery meets agreed-upon standards.
- Define, create, and review standards and procedures related to IT services to enhance efficiency and effectiveness.
- Actively contribute to larger IT projects led by SMEs, leveraging expertise to achieve project objectives.
- Provide excellent customer service and problem-solving support, collaborating with internal and external stakeholders to resolve issues promptly and thoroughly.
- Maintain a broad knowledge base encompassing Mac, Windows, and Linux operating systems, as well as Microsoft products and hardware components.
- Proficiently diagnose and resolve issues related to Audio-Visual equipment and applications.
- Demonstrate generalist knowledge of the entire OS stack and possess the ability to decode network packet traces.
- Define, create, and review hardware standards to meet the evolving needs of our customer base.
- Collaborate with development teams and external support providers to troubleshoot complex issues effectively.
- Address connectivity and performance issues in cloud computing environments.
- Develop and deliver engineering and customer training materials.
- Stay updated on the latest technology trends and industrial standards, applying relevant advancements to enhance IT services.
- Demonstrate strong presentation, organization, and leadership skills.
- Take ownership of technical challenges, identifying and driving solutions proactively.
Skills & Experience:
- In-depth knowledge of Mac, Windows, and Linux OS environments.
- Certification or in-depth knowledge of one or more Microsoft products (e.g., Win10 & 11, Office 365, Teams).
- Proficiency in diagnosing and resolving Audio-Visual equipment and application issues.
- Generalist knowledge of the entire OS stack and the ability to decode network packet traces.
- Comfortable working with development teams and external support providers.
- Experience troubleshooting connectivity and performance issues in cloud computing environments.
- Excellent communication skills in English, both written and verbal.
- Ability to draft communications for a broad audience, including companywide announcements.
- Desire to stay updated on the latest technology trends and industrial standards.
- Strong presentation, organization, and leadership skills.
This role offers an exciting opportunity for an individual with a passion for IT support and a desire to drive continuous improvement in service delivery. If you possess the required skills and experience, we encourage you to apply.
Experience: 0 – 2 years
BootesNull is a globally renowned web & mobile development company based in India. We are thriving in the development industry with a talented and passionate team of developers, designers, testers, marketing strategists, content creators, and new talents.
We aim to focus on converting every imagination into reality.
Job Types: Full-time, Permanent
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