Responsible for user support, assists with the IT team in technical tasks and takes a central part in the communication of the IT department with users, clients, customers, vendors, and IT colleagues.
All-rounder who thrives in a growing environment, is self-motivated, and is eager to learn and take on responsibilities across a wide array of IT topics.
Clerical tasks for the IT department such as creation of training materials, user guides, procedures, system documentation, preparation of reports and data entry, content creation and filing on a SharePoint IT department portal, and project scheduling support.
Primary Duties and Responsibilities:
Tracks and documents technical support requests in a ticketing system. Diagnoses, troubleshoots, solves or escalates user incidents and manages the escalation of infrastructure issues during the night in collaboration with US colleagues. Owns the end user support function, processes and ITSM system adoption and local improvement.
Assists in the installation, configuration, and maintenance of computer hardware, software, networks, and peripherals.
Handles client deployments, dispatch and user onboarding setup and training as well as endpoint support.
Assists in the development and maintenance of technical documentation and user guides.
Manages IT assets, vendors and purchasing.
Backup for other team members during longer absences.
Flexible in regard to shift hours during major IT events or absences of colleagues. At least 1 -2 half days of daytime office presence per week depending on business requirements.
Must have key skills:
Excellent English communication skills, both verbal and written.
Ability to use a computer for 8.5 hours per day.
Excellent English verbal and written communication are a must since the candidate will need to create extensive documentation for the IT team and work in an international environment working with colleagues across several continents. Proven experience in documenting technical systems and original content creation such as user guides and training documents are required. Attention to detail, spelling, and graphical formatting as well as a clear and concise diction and grammar are necessary. Excellent layout and formatting skills in Excel, Word, OneNote, and PowerPoint are crucial.
Certified skills in Desktop Support on the Windows Operating System (Microsoft MD-100 - MD-102 and similar)
Experienced in Modern Client Management (Intune) and user support for cloud technologies such as desktop virtualization.
Experienced in providing user support on all Office 365 applications.
Has a methodical, investigative attitude and does not jump to conclusions.
Ability to question and continuously improve processes to deliver better quality and greater efficiency.
Places a high importance on ethical values, and legal compliance and enjoys working in a diverse team environment where equal opportunities for all and inclusion of diverse heritages are the norm and respected.
Good prioritization, planning, and organizational skills since the operations coordinator will also support IT management with project assistance, implementation planning, and coordination as
well as task delivery tracking.
Good to have skills:
Good working knowledge of MS Azure Cloud concepts and networking basics
Has experience with using basic troubleshooting tools such as event manager, log files, basic network tools (ping, tracert, nslookup), and a variety of backend-related monitoring and management systems to obtain troubleshooting information such as Intune/Microsoft Endpoint Manager, Azure Active Directors, On-Premises Active Directory, IVM (Vulnerability Reports).
On-Premises AD and Azure Active Directory basics.
Basic troubleshooting on Windows 10/11 notebooks and Virtual Desktops of OS, Office 365, Edge, Chrome, and network connectivity issues.
Beyond academic credentials, the candidate should have practical experience with IT hardware and software such as conducting small PC repairs, exchanging parts, installing software, and analyzing and resolving IT problems.
Has prior experience supporting technical project teams with documentation, project planning assistance and other supportive tasks.
Ability to learn established and new technologies.
Ability to proactively manage and deliver on owned tasks.
Ability to understand new technologies and how they apply to the current environment.
Ability to understand and perform tasks independently.
Ability to work well individually and within teams.
Displays intellectual curiosity, integrity, flexibility, and a willingness to learn.
Prioritizes demands based on the organization s needs, taking individual circumstances into account.
Takes the initiative to continuously improve processes and is not shy in communicating errors and calling backup help.
Understand how to translate technical knowledge and requests into a language that is appropriate to and can be understood by the MHPI end users.
Perseveres in finding a solution and finishes tasks even if they are drawn out or complex.
Education:
Diploma/bachelor s degree in IT [Information Technology and Information Systems, Computer Science, Information Science, Computer Engineering]. (Must)
Minimum of 3 years of education in IT knowledge, such as courses covering basic hardware software concepts, encryption security, networking, and data processing.
Record of ongoing professional training and certifications related to ITIL, ITSM, endpoint support topics and basics such as CompTIA A+, Network
Company Masco Home Products India
Full time
English Spanish
