Immediate Joiners Only

Job Details

- Position: Technical Support
- Location: Gurgaon, India New Office
- Employment Type: 1-Year Contract
- Experience Required: 2+ Years
- Working Days: 5 Days a Week
- Weekend/Public Holiday: Candidate should be flexible to work weekends and public holidays when required
- Shift Flexibility: Candidate should be comfortable working in shifts
- Business Travel: May be required occasionally
- Location: Building No. 9, Tower A, 9th Floor, DLF Cyber City, DLF Phase 3, Gurugram, Haryana 122002.

:Operations and Administration

- Manage and lead the IT support team of contractors in India and provide IT support to INDIA users.
- Participate in decision making to embrace better customer service and work with local business in accordance.
- Communicate with the local business with respect to all IT services provided and address all concerns and issues identified by the business.
- Support and embrace the global standards related to both hardware and software for the Gurgaon/India users.
- Provide remote/virtual support using Zoom or other remote tools available to technicians.
- Provide escalation support from level 1 support using the ServiceNow Live Chat & Phone service. Prompt responding is vital.
- Work on Global Service Desk incidents/requests that are routed to the Global Service Desk via ServiceNow and with Local Workforce Support teams to help resolve/satisfy incidents/requests.
- Use additional IT tools to provide 1st line resolutions, including Okta Admin, Active Directory, Intune, ServiceNow, Zoom, etc.
- Manage local and regional vendors to ensure the delivery of IT services that are both cost effective and of the highest quality.

Strategy, Escalations, Collaboration & Documentation

- Collaborate with key stakeholders to understand business needs and dependencies to better align the support requirements.




- Record incidents accurately and timely in the ServiceNow ticket management system.
- Clearly articulate strategic issues and provide relevant, logical options for solving them.
- Communicate with 2nd line support teams for incident follow-ups or escalations.
- Identify, modify, create, and work with Knowledge Managers regarding outdated documentation.
- Keep customers informed about their open tickets.

Miscellaneous

- Support Windows, macOS, iOS and Android operating systems.
- Support Apple, Dell, and Lenovo devices.
- Support printing and MFP setups in the WBD workplace.
- Occasional business travel may be required.
- Participate in global projects as required to deliver new services.
- Perform any other ad hoc responsibilities as requested by the Manager.

Qualifications & Experience

- 2+ years of prior experience supporting a complex technology environment and users.
- Superior analytical and problem-solving skills.
- Experience managing outages.
- Excellent written and verbal communication.
- Excellent relationship-building skills.
- Ability to work collaboratively within a team.
- Ability to handle multiple assignments concurrently.
- Ability to prioritize based on criticality.
- Comfortable working independently based on time-zone requirements.
- English proficiency required: Upper-Intermediate.
- Ability to work 100% onsite.
- Ability to work weekends, public holidays and shifts.

If interested share your cv on: [email protected]





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📌 Technical Support Engineer 1 - MacOS, Apple (Gurugram)
🏢 PERSOL
📍 Gurugram