Roles and ResponsibilitiesPOSITION DESCRIPTION – Level II IT Support Technician
Reports ToRegional Operations Support Manager
Working Relationships= Global Service Desk; Service Delivery; Senior Ops Support
Reactively, Senior Support technicians solve problems in response to one or more incidents.
Proactively, Level II technicians identify and solve problems and known errors before incidents occur.
Support PC and peripheral hardware support: desktop, laptop, server, smart device.
Software application installation support.
Maintain and troubleshoot proprietary database (Quest), used exclusively by Spencer Stuart forcustomer and client tracking.
Monitor Operations production environment: servers, network switches, network routers, dailybackups, UPS systems. Communicate problems to Ops Support staff
Regional escalation point of contact for GLOBAL SERVICE DESKs to assist with computerapplications, hardware, or network-related problems and/or questions.
Troubleshoot to determine whether problems are hardware, software, or network-related andattempt local resolution.
If unable to resolve technical problem, coordinate with to see if system replacement is an option(in the form of Change Request); escalate to Level II if necessary; work as liaison point of contactbetween users and technical analysts in Operations Support and Service Delivery.
Provide adequate and timely problem resolution or escalation with the time frame defined by theService Level Agreement (SLA).
Maintain understanding of applications and levels of user proficiency.
Audit all client desktop and laptop systems within region for standardization
Audit all server systems within region for standardization
Level II technicians are also expected to support nonstandard software approved for use by the RegionalNetwork Operations Manager/Director. If nonstandard software interferes with standard software or hardware,the offending nonstandard software must be removed.
Does not manage people.
A computer science degree or in related field;
OR experience as a technician in high-tech industry;
OR equivalent combination of education and experience.
Be in office according to local hybrid working guidelines.
Travel to other offices when necessary.
Strong technical troubleshooting skills, both with software applications and hardware equipment:
servers, laptops, desktops
Ability to read, analyse, and interpret complex technical documents.
Ability to lift and move computer and video hardware
Salary: 8,00,000 - 10,00,000 P.A.
Industry:Analytics / KPO / Research
Functional Area:IT & Information Security
Role Category:IT Infrastructure Services
Employment Type:Full Time, Permanent
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