Helpdesk Technician

Based in Mumbai / Remote
• Must live within driving distance of Mumbai

About Corsearch

Corsearch has more than 1k team members serving over 5,000 clients on five continents, and we're growing and changing rapidly. We are a fantastic company to work for - with great benefits, growth opportunities, and a terrific internal culture - and we truly believe that it's people who make us thrive. Every day, we are transforming ourselves into a better partner for our customers, a better employer for our colleagues, and a better investment for our owners.

Job Description

As a Help Desk Technician in IT, you will be responsible for providing collaborative day-to-day Level I/II support of business applications and end-user hardware and software. The IT Operations team will collaboratively provide global support including, but not limited to, response and resolution of Incidents, Problems, and Requests via phone, ITSM portal, and e-mail. This individual must be a clear candid communicator, highly motivated, emotionally intelligent, and have a proven track record of teamwork, execution, and customer-service.

About You
• Strong customer-service, problem-solving, and leadership skills
• Excellent written & verbal communication, interpersonal, and presentation skills
• Comfortable being on webcam in video calls
• Ability to work collaboratively in a geographically distributed team environment
• Able to effectively prioritize work under pressure in a highly dynamic work environment
• Natural ability to proactively reach out and facilitate communications
• Strong desire to learn new technologies, techniques, and tools

Role Responsibilities
• Collaborate with IT Operations team peers to provide best-in-class customer service and support to internal customers for Level I/II incidents, problems, and requests
• Participate in team standup meetings
• Support end-user Apple/Windows workstations and applications (e.g., Microsoft Outlook, etc.)
• Support end-user Apple/Android mobile devices
• Manage and coordinate urgent and complicated support issues
• Determine root cause of issues and communicate appropriately to internal customers
• Work with Atlassian ITSM ticketing system and achieve to Service Level Targets
• Follow SOPs and Processes for infrastructure support
• Communicate clearly and efficiently with IT Operations team and other peers
• Assist in and prepare IT Operations support documentation

Your Qualifications/Experience
• ITIL certification required. Atlassian product suite experience a major plus
• Associate degree (or similar) in Information Systems, Computer Science, or another technology related field is strongly preferred
• Basic knowledge of: Active Directory, Azure AD, and Endpoint Manager/Intune
• Advanced knowledge of supporting: Windows 10, MacOS, Office 365 Apps, Android, and iOS mobile devices
• 2 or more years of professional experience in an IT support role providing support directly to end users

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