Global IS Support Specialist

Job Description

Accelleron 24x7 global service desk is looking for high caliber IS Support Specialist who provides defined services to the internal customers with best quality in the most efficient way. An IS Support Specialist endeavors to continuously improve upon the process & delivery of IS Support to Accelleron Turbocharging IS users across the global by helping users on issues which are escalated by IS support analyst or directly assigned to them , with the aim to meet the expectation of users and provide harmonious and delightful services to internal customers across the globe from India. Your responsibilities Receives requests and incidents escalated from tier 1/scheduled work. Works to resolve technology issues that require deeper knowledge. Identifies trends in incidents to support problem management. Ensures prompt service response through the monitoring and management of the intake of all incidents and support requests through all accepted channels (phone, email, ticket system/web portal, walk up). Determines impact and urgency of an incident and support request to determine priority. Conducts initial triage/troubleshooting on a wide range of technology issues. Escalates unresolved requests and incidents to higher tiers. Provides deskside support. Build and maintain advanced skillset/knowledge in troubleshooting, infrastructure, and application suite. Provide L1 and L2 support to User Globally. Assign Access to Share mailbox, Distribution list, security group in Azure AD Able to resolve Office365, Network, login , DNS related issue . Deploy windows update and application using SCCM servers. Should create New Users in Active directory and assign license into Office365. Knowledge sharing, including training tier 1 employees and cross-training peers. Author, edit, and QA knowledgebase articles. Your background B.Tech / B.E., BCA, MCA Firm attitude towards delivering end-to-end high-quality services and customer satisfaction. Expertise on supporting at least one of these: O ffice 365, A ctive Directory , Network Troubleshooting, Azure AD, Remote Desktop Troubleshooting, SCCM , Firewall . 5 + years of work-experience in IS Support helpdesk as L2 support, preferably using an ITSM tool. Good on verbal-written communication (English). Shift work would be required . Should have good interpersonal skills and be able to deal and respect different cultures across the globe. Your Benefits Attractive compensation & benefits Employee Assistance Program Global parental leave program Flexible working model We look forward to receiving your application. If you want to discover more about Accelleron, take another look at our website accelleron.com . Accelleron Data Privacy Statement: accelleron.com / privacy-notice / candidate