Who We Are?
ITC Infotech is a leading global technology services and solutions provider, led by Business and Technology Consulting. ITC Infotech provides business-friendly solutions to help clients succeed and be future-ready, by seamlessly bringing together digital expertise, strong industry specific alliances and the unique ability to leverage deep domain expertise from ITC Group businesses. The company provides technology solutions and services to enterprises across industries such as Banking & Financial Services, Healthcare, Manufacturing, Consumer Goods, Travel and Hospitality, through a combination of traditional and newer business models, as a long-term sustainable partner.
What we are looking for?
Responsible for supporting and managing the desktop, laptop, and mobile devices, along with the software and applications used by end users. This role involves maintaining the end-user environment, ensuring performance, security, and stability, and providing technical support for hardware and software issues.
The role requires regular interaction with both technical teams and non-technical stakeholders. The ideal candidate will have strong interpersonal skills and the ability to translate complex technical concepts into clear, user-friendly language tailored for business users and customers.
Key Responsibilities:
- Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences.
- Strong interpersonal and stakeholder management skills.
- Proven experience acting as a liaison between IT teams and end users.
- Ability to adapt messaging style based on the audience – from IT professionals to business users.
- Empathy and patience when dealing with users who may be frustrated or unfamiliar with IT systems.
- Incident Management: Provide first-line support for IT issues reported by users, including troubleshooting hardware, software, network, and system problems.
- Provide Technical Support: Diagnose, troubleshoot, and resolve hardware and software issues for desktops, laptops, and mobile devices, either remotely or on-site.
- Manage End-User Devices: Deploy, configure, and maintain desktops, laptops, mobile devices, and peripherals such as printers and scanners.
- Application Support: Assist users with issues related to common applications (e.g., Microsoft Office 365, VPN, collaboration tools) and ensure software is up to date and functioning.
- Device Imaging and Deployment: Create, manage, and deploy standardized device images.
- Service Request Fulfilment: Handle service requests such as password resets, access requests, and software installations.
- Ticketing System Management: Log, prioritize, and categorize incidents and service requests in the ticketing system (e.g., ServiceNow, Jira).
- User Communication: Communicate effectively with end-users, providing clear and timely updates on the status of their issues or requests.
- Escalation: Escalate unresolved incidents to higher-level support teams, ensuring all relevant information is documented.
- Documentation: Create and update knowledge base articles for common issues, enabling faster resolution for future incidents.
- Remote Troubleshooting: Use remote access tools to diagnose and resolve issues for users across various locations.
- Hardware & Software Troubleshooting: Assist with basic troubleshooting for desktops, laptops, printers, and mobile devices, including installing and configuring software.
- Collaboration: Work closely with other IT teams (network, infrastructure, applications) to resolve more complex issues.
- Service Level Agreements (SLA): Ensure all incidents and requests are resolved within agreed-upon SLAs.
- Customer Service Focus: Maintain a high level of customer service, ensuring user satisfaction with timely resolution and clear communication.
Required Skills & Qualifications:
- Technical Knowledge: Basic understanding of operating systems (Windows, Mac OS), common software applications (Microsoft Office, email clients), and hardware components.
- Technical Expertise: In-depth knowledge of Windows, macOS, and mobile operating systems (iOS/Android) along with experience in supporting hardware such as desktops, laptops, and mobile devices.
- Software Proficiency: Strong understanding of common business applications like Microsoft Office 365, VPN, remote desktop applications, and endpoint management tools.
- Experience in Imaging & Deployment Tools: Hands-on experience with SCCM, MDT, or similar tools for OS deployment and device imaging.
- Problem-Solving: Ability to diagnose and resolve basic IT issues efficiently.
- Communication Skills: Strong verbal and written communication skills to effectively engage with end-users and technical teams.
- Team Player: Ability to work collaboratively with colleagues and escalate issues when necessary.
- Ticketing Systems: Experience with ticketing systems like ServiceNow, Jira, or similar.
- Certifications (Preferred): ITIL Foundation, CompTIA A+, or equivalent certifications.
- Time Management: Ability to manage multiple tickets and tasks while meeting deadlines.
- IT Security Awareness: Understanding of security policies, endpoint protection, and compliance standards (e.g., encryption, antivirus, patch management).
- Problem-Solving Skills: Ability to diagnose and resolve technical issues efficiently, both remotely and in person.
- Communication Skills: Excellent verbal and written communication skills for interacting with end users and IT teams.
- ITIL Awareness: Familiarity with ITIL principles and experience with incident, problem, and change management processes.
- Strong knowledge of Windows and macOS operating systems.
- Experience troubleshooting hardware, software, and networking issues.
- Familiarity with remote desktop tools (e.g., TeamViewer, AnyDesk, Microsoft Remote Desktop).
Our X-Factor
- Work ethic: You are a consummate professional.
- Aptitude: You have an innate capacity to transition from project to project without skipping a beat.
- Communication: You have excellent written and verbal communication skills for coordination across projects and teams.
- Impact: You are a critical thinker with an emphasis on creativity and innovation.
- Passion: You have the drive to succeed paired with a continuous hunger to learn.
- Leadership: You are trusted, empathetic, accountable, and empower others around you.