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Consultant
Job Description
Consultant
Job Summary
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Location: New York
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Project role: Consultant
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Qualification: B-Tech
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Experience: 4.5-8 Years
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Skills: Program Management
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No. of positions: 1
Job description:
Job DescriptionIT Support Specialist ContingentMissionDatabricks is hiring an experienced IT Support Specialist to help scale and optimize our business processes,work with users globally to improve productivity, and provide in-person service at our offices by resolving alltechnical issues. You will be a key member of the IT Support team and ensure the best possible userexperience is being provided in every single interaction. You will provide exceptional customer service in yourinteractions with all Bricksters through tickets, email, and slack pings. You will be able to multitask andtroubleshoot multiple user issues simultaneously and own ongoing small to medium-project work. Theexpectation for this position is that you will apply deep troubleshooting skills and analysis, setting the bar forproviding capabilities facilitating exceptional customer interactions to all Bricksters through tickets, systems,AV, and other mediums of engagement.Outcomes You will support our core platforms - user support, ticketing, procurement, and provisioning You will take ownership of customer issues escalations as a member of the IT support staffapplying your understanding of systems within multiple applications in our tech stack Document all processes and update current documentation for the established process Complete and document assigned project work and provide updates to ensure accuracy Work with other ITS team members to improve efficiency by implementing new processes, tools,strategies, and automation Work collaboratively across IT and serve as an ambassador for the IT organization with our internalstakeholders Provide the very best customer service experience for all bricksters when troubleshooting theirsupport requests by applying your technical skills, problem-solving abilities, and specializedknowledge to educate our workforce Maintain the asset inventory system and ensure all hardware/software allocations are loggedCompetencies Experience working on a high-volume ticketing system (+4000 PM) 2+ years of experience or related experience in administering and maintaining ITSM systems andrelated tools Extensive experience providing high-caliber support to all levels of staff Experience supporting customer IT needs within a global team supporting multiple regions andtime zones In-depth knowledge of and the ability to perform advanced troubleshooting on macOS, Windows10, Chrome OS, VPNs, and SaaS applications (Okta, Google Workspaces, Slack, Zoom, O365) Provide other services to reduce tickets and ticket closure times Work with partners to find efficiencies and implement improvements to our internal systems Working knowledge with securing/management of endpoints using JAMF, Airwatch, and InTune Extensive experience troubleshooting AV/Conference room issues, and Office Network relatedissues
- To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team.
- To provide support for on call escalations orL3 level support and doing incident and problem management
- Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives.
- To adhere to quality standards, regulatory requirements and company policies
- To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
- To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
Disclaimer
HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcl.com for investigation.