IT Support Specialist

Job Description


Job Description

The Koch Business Solutions India(Customer Service Organization is seeking an IT Support Specialist to join our team! In this position, you will be responsible for providing a consumer-focused service leveraging your passion for IT. You will be empowered to innovate and challenge the status quo to provide enterprise-wide solutions. This role provides primarily hands on support (Onsite IT Support) of complex issues for Koch Business Solution India (PINE, CEDAR) and other Koch entities like Molex (MIBS) , Molex Plant (MIPL).

The IT Support Specialist will be part of a Deskside support team that supports all the users of the business units of Koch. The following services will be provided as part of this catalog item:

Act as an escalation and collaboration for Service Desk / SWARM Teams for all complex issues.
Work with our Vendor partner for tickets assigned, managing, maintaining H/W assets onsite.
Take ownership to resolve tickets in timely manner

Collaborate with other resolver teams for faster resolution of the issues

Practice Knowledge-Centered Support methodology by creating and maintaining articles in the IT knowledgebase

Create value in the form of Automation, elimination, and mitigation aimed to improve the consumer experience

How will this role prepare me for career growth?
This role will help build your technical knowledge and the application of MBM while providing enterprise-wide solutions. Our environment is team-orientated, welcome to challenging status quo; both operational and innovation focused. It will provide you with an opportunity for career advancement internally based on your skills, talents & aspirations. You will also receive exposure to and ability to gain better understanding of our Koch Companies

A Day In The Life Could Include:

(job responsibilities)

Diagnose & troubleshoot all IT related issues (S/W, H/W) for Desktops, Laptops, Mobiles, printer, meeting rooms etc.

Working closely with users/vendors/ Infra Teams wherein physical presence is required e.g. storage upgradation, Datacenter based activities.

IT Asset Life Cycle Management - maintaining Assets, Proactive refresh (Laptop, other H/W devices), decommission EOL IT assets like (Laptops, workstations).

Coordination with the Procurement Team with respect to Stock Room, Standard and Non Std H/W requirements.

Working hand in hand with Facility team or user on device movement, upgradation projects, data center activities.

Contributes to achieve the best possible levels of service quality and availability as defined within the customer agreed to SLAs (Service Level Agreement) and OLAs (Operational Level Agreement).

React to escalations quickly and with full ownership to work with the consumer and necessary support teams to resolve the escalation.

Ensure compliance with all Koch policies & procedures in all related areas.

Troubleshooting for known errors and workarounds

Provide guidance based on documented IT policy and procedures.

The administration of business specific applications.

What You Will Need To Bring With You:

(experience & education required)

2 Years experience in IT customer service managing Global users

Experience deploying software & troubleshooting complex IT S/W, H/W issues

Experience with MS operating systems & applications

Excellent documentation, collaboration, and organizational skills

Strong command of the English language including comprehension, written, and verbal communication

Passionate about finding ways to eliminate waste from manual processes and non-standard solutions

Ability to apply critical thinking and good judgement in day-to-day activities

Consistently manage their time to complete their base responsibilities and extra initiatives simultaneously

Seeks to understand ours and our customers business needs/challenges, solves those problems & provides positive consumer experience though interactions

Passion for change and open to challenging processes

What Will Put You Ahead:

(experience & education preferred)

An individual that embraces teamwork and encourages breaking down cross-team and business barriers.

Experience with Data Reporting/Data Analytics

Experience with ServiceNow, SCCM, Asset management, IT Hardware troubleshooting

Other Consideration:

Candidates will predominantly work in IST business hrs., however, might be required to work in rotational shifts as per business needs which includes weekends and holidays. Since we support multiple sites, we should ready to travel to onsite location in Bangalore when required.

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