IT Service Specialist

 

An Amazing Career Opportunity for an IT Support Services Specialist!!

 

Chennai, India.

You are a dynamic, highly skilled, and experienced engineering and technology enthusiast, and enjoy working in an exciting and fast paced growing environment.  You excel at communication, collaboration and have solid accounting and compliance knowledge.  Leveraging these skills is what you enjoy doing throughout the day.  You are a top performer and want to engage with a team who have the same positive energy, integrity, and dedication to the work as you do.  

 

Who are we? 

 

HID Global powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely. We are a high-tech software company headquartered in Austin, TX, with over 4,000 worldwide employees. Check us out here: www.hidglobal.com and https://youtu.be/23km5H4K9Eo 

 

About HID Global, Chennai

 

HID Global’s Flagship R&D Center in Chennai hosts 300 employees in a 48000 square foot space dedicated to delivering innovative products and provide an excellent platform for scaling our operations in delivering secure access solutions.  Here we deliver cloud-based solutions, web and mobile application development.  The Chennai R&D Center is seen as the subject matter expert and talent pool on the latest cloud technologies, logical and physical access systems, data engineering including AI/ML, cryptographic key management systems, and other mobile-based smart card delivery systems.

 

As our IT Support Services Specialist, you’ll support success by:

 

Summary

The IT Support Services Specialist is responsible for providing HID Global users with comprehensive first and second-tier support for the efficient resolution of end-user IT support incidents, service requests, and problems. The IT Support Services Technician will be a contributing member of the IT Support Services team and will report to the Support Services Manager EMEA & APAC located in Walluf, Germany.

 

Duties and Responsibilities:

  • Provides first and second tier support for the efficient resolution of IT end user related incidents, service requests, and problems; provides updates in service management tool appropriately
  • Manages and triages multiple incoming priorities effectively by understanding customer needs to identify potential problems and escalate to department contact for resolution
  • Accurately assesses and records client incidents, service requests, and problems in the service management tool
  • Participates in service desk call queue schedule providing telephony support for local and global business units
  • Resolves issues utilizing excellent customer service skills, problem solving skills, and technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction
  • Takes ownership of all customer interactions, utilizes appropriate follow-through, and logs all customer interactions. Provides timely feedback to external and internal customers via phone, email or other form of communication
  • Installs (moves, adds, changes), maintains and configures analogue and VoIP phones, PCs, network printers and other computing devices
  • Assists other IT function teams to troubleshoot local systems
  • Documents, maintains, upgrades or replaces hardware, software systems, and licenses
  • May participate in some projects
  • Will be part of an on call rotation schedule
  • Performs related tasks as needed or assigned

 

 

 What we appreciate about your background:

 

  • Minimum of 3 years of experience in a networked, desktop support, and/or service desk environment
  • Training and/or experience with ITIL methodology
  • Experience with ServiceNow or other ITIL based tracking system, asset management, and remote access control software.
  • Experience with push technologies such as SCCM is desired

 

Language Skills                   

  • Ability to effectively communicate in English language verbally and in writing

 

Computer Skills     

  • Technical knowledge of Windows operating systems, PC hardware technology, cell phones, tablets, Active Directory, Exchange mail services, MS Office, basic networking, VoIP including operations and troubleshooting and application level ID administration

 

Other Skills

  • Experience in problem solving and troubleshooting hardware and software issues
  • Self-motivation and an eagerness to learn are equally important job requirements
  • Ability to follow documented operational procedures and independently organize, coordinate, and complete job orders

 

 

 

 

  • Ability to plan, organize, prioritize and follow-up on tasks to complete work as scheduled and to meet deadlines
  • Ability to produce procedural documentation as necessary
  • Ability to read and interpret technical journals, specifications, international technical standards, etc.
  • Travel and fieldwork including international travel may be required
  • Customer Expectations
  • Ability to Understand Information Technology as a Service.
  • Familiar with Incident Management and Major Incident Management Processes
  • Understands FCR and MTTR
  • Familiar with the concept of “Return to Service”

 

Work Environment

  • Employee works primarily in an office environment and within a well ventilated area.

   

 

 

Who you are as a Team Player:

 

  • Exceptional communication skills, both written and verbal. 
  • Willingness to ‘roll up sleeves’ and dive deep into tactical work when necessary.
  • Strong team player and ability to work well with others.
  • Proactively seek to adopt and implement diversity into your work, value different backgrounds, experiences and thinking, embrace creating and nurturing a culture of diversity, inclusion, and belonging.

 

 Why apply? 

 

  • Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise.
  • Innovation: You embrace challenges and want to drive ambitious change.
  • Integrity: You are results-orientated, reliable, and straightforward.

 

We make it easier for people to get where they want to go!
On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something.  HID technology is behind billions of interactions, in more than 100 countries.  We help you create a verified, trusted identity that can get you where you need to go – without having to think about it.  
 
When you join our HID team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 50,000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.

 #LI-HIDGlobal

Chennai, IN, 600 032

IT, Telecom & Internet
0-10%
Mid-senior level
30-Jan-2023