Senior Technical Support Specialist

2 weeks ago

New York, New York, United States LTIMindtree Full time
About LTIMindtree

LTIMindtree is a global technology consulting and digital solutions company that enables enterprises across industries to reimagine business models, accelerate innovation, and maximize growth by harnessing digital technologies. As a digital transformation partner to more than 700+ clients, LTIMindtree brings extensive domain and technology expertise to help drive superior competitive differentiation, customer experiences, and business outcomes in a converging world.

Our company is powered by nearly 90,000 talented and entrepreneurial professionals across more than 30 countries, combining the industry-acclaimed strengths of erstwhile Larsen and Toubro Infotech and Mindtree in solving the most complex business challenges and delivering transformation at scale.

Job Description

This opportunity is with LTIMindtree Ltd for the position of Engineer Service Desk Operations. The role requires providing phone call and chat support for the end users of one of our prestigious clients. This is an L1 role where the incumbent is expected to be aware about ITIL methodologies Incident Service Request Change and Problem.

The ideal candidate must be an experienced professional from the same or similar field, possessing good knowledge of Windows Active Directory O365 Networking basics, etc. The person will contribute towards effective resolution of the issues and fulfillment of the service requests.

Key Responsibilities
  • L1 Technical Support
  • Handling all the Inbound calls chat and emails in service desk
  • Handling Basic L1 level queries from end users
  • Diagnose and quickly resolve a wide range of Windows applications issues
  • Basic troubleshooting knowledge for internet LAN and WAN Connectivity issues
  • When the restoration is beyond the scope of the support escalate the issue problem to appropriate resolver group using IT Ticketing System
  • Remotely Install upgrade support and troubleshoot Windows OS and any other authorized desktop applications on Laptops Desktops
  • Install upgrade support and troubleshoot for printers related computer hardware
  • Performs general preventative maintenance tasks on computers laptops printers
  • Customize configure desktop hardware to meet specifications and business standards
  • Email account administration ie account creation and management and distribution lists on Office 365
  • User account administration ie account creation and management and password resets on Active Directory
  • Familiarize end users on basic software hardware and peripheral device operation and solve basic queries
  • Take ownership and responsibility of queries issues and problems and document it in the ITSM Tool
  • Configuring iPad iPhones Android for the users to enable them check emails and be connected on the go
  • Basic knowledge of Networking Virtualization Outlook Windows Mac OS Web Based and Installable applications
  • Customer Focus
  • Providing timely and accurate resolution of technical issues experienced by the Users
  • Excellent communication skills
  • Identify and escalate severe issues which could cause production impact
Requirements
  • Networking Experience in LANWAN Environment
  • Good knowledge of Active Directory
  • Citrix
  • O365
  • Microsoft Windows
  • Mobile Operating Systems Android iOS
  • Antivirus
Benefits and Perks
  • Comprehensive Medical Plan Covering Medical, Dental, Vision
  • Short Term and Long-Term Disability Coverage
  • 401(k) Plan with Company match
  • Life Insurance
  • Vacation Time, Sick Leave, Paid Holidays
  • Paid Paternity and Maternity Leave

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