Role and Responsibilities:

nOwn and resolve all technical escalations within the IT team that are unable to be solved by less experienced team members

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- Conduct in-depth root case analysis for major incidents and outages
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- Identify gaps in processes and procedures as part of the RCA process and implement solutions to close those gaps
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- Collaborate with project teams and stakeholders to ensure a seamless integration of new technologies and systems
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- Provide insights from a user support perspective during the planning and implementation of IT projects
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- Evaluate current technologies and solutions that align with IT goals and directives
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- Provide leadership within the IT Support team, guiding and mentoring junior staff members
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- Stay current with industry trends, emerging technologies, and best practices in IT Support
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- Pursue relevant certifications and training to maintain a high level of expertise
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nJob Requirement:

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- 12+ years of experience in an IT-related role or field
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- Bachelors degree in Computer Science, Information Technology, or related field or equivalent work experience
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- Ability to quickly and accurately resolve advanced, complex issues while maintaining composure and focus
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- Ability to lead large cross-functional projects with various stakeholders across the organization
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- Ability to identify and implement process improvements independently
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- Maintain ownership and skills in all IT core business areas
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- Teamwork skills with a problem-solving attitude and willing to take a variety of approaches
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- Excellent analytical and time management skills, with a proven ability to deliver value independently
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- Ability to demonstrate clear & confident communication skills both written and verbal
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- Ability to handle multiple requests / projects simultaneously and prioritize
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- Ability to deal with problems and technical issues in a friendly, calm and reassuring manner for customers
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- Provide onsite Support to office technology
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- Proficient in both Intune (autopilot endpoint deployment) and Jamf
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- Google Workspace administration
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- Skilled in asset management systems such as Asset Panda
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- Excellent troubleshooting skills for both MacOS and Windows 11
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nPreferred:

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- Proficiency in Palo Alto firewall is strongly preferred
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- Project management certifications
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- Google Workspace administration certifications
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- Application / system integration experience
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- Knowledgeable in Slack administration
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📌 Senior Staff IT Help Desk (Gurugram)
🏢 ANSR Summit Consulting
📍 Gurugram