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  • 2 - 4 Years
  • Posted : above 1 month

Job Description:

The Global Information Technology (IT) Service Management Team are part of Sophoss Information Technology Organisation responsible for the procurement, delivery, management and support of all Sophoss Internal IT infrastructure and needs
Working as part of the IT Organisation, the Service Management Team are responsible for the support of all Sophoss internal Customers 24 hours a day, 7 days a week The Service Desk (SD) is geographically dispersed across all of Sophoss key sites and based on a traditional IT Service Management model of Level 1, 2 and 3 IT Support Specialists
Job Purpose
IT Support Specialist Level 1 (L1) works as part of the Global Service Management Team and is responsible for providing IT Customers with effective support and assistance across all aspects of the businesses IT needs Additionally they will provide support to IT Support Specialists L2 and L3 Team Members
The position is responsible for supporting and maintaining the organisations environment, currently Microsoft Server and Desktop operating systems and the Microsoft Exchange environment, plus general maintenance of all IT-related hardware/software The position provides exposure to a broad range of IT-related projects and activities
Our goal is provide high-quality support in adherence to agreed service levels and in accordance with the policies and procedures
Duties & Responsibilities
Working as part of the Global Service Management Team this role will have specific responsibility for the effective management and improvement of the Incident Management and Service Request Processes
Working with Customers, colleagues and suppliers, on a variety of support environments, different infrastructure projects, operational and geographical areas your key responsibilities will include
Incident and Service Request Management
Proactively manage the inbound requests for support (Incidents) and service (Service Requests) including those received through voice calls / Service Management System / email and chat requests
Managing through to resolution, Incident and Service Request Tickets in accordance with the Sophos Incident Management Policy and Process This includes, but is not limited to, detection, recording, analysis, diagnosis, and either resolution or escalation of tickets
Be an effective interface between Customers, Internal Support Teams and 3rd Service Providers
Wherever possible ensure that standard solutions are used to resolve open Incidents and Service Requests Where these do not exist ensure that the next level of support are aware of the any gaps identified
Ensure that the appropriate escalation processes are followed in a timely manner, ensuring that high Severity/Priority incidents are managed according to those standards
Ensure that Customers are kept fully informed and up to date with the status of their incidents/requests Provide effective and timely Communications to the Business during widespread business impacts
Ensure that all records and documents are completed in an accurate, concise and articulate way including but not limited to Incident and Service Request tickets
Interprets technical or procedure manuals on behalf of non-technical Customers and provides routine training in normal usage of services and systems
Works to ensure that Sophoss high security standards are proactively maintained by ensuring that incoming Customer requests are properly and appropriately validated Additionally all agreed Security standards and Processes are adhered to
Managing workload
It is expected that L1 Specialists manage your day to day tasks effectively ensuring that work is completed according to priority and completed within the agreed Service Level Agreements (SLAs) and with appropriate supervision from L2, L3 Support Specialists and overview from the Team Leaders or Regional Service Managers
Where this role is part of the Global Service Desk, you will be required to work in a rotating shift pattern to ensure 24 x 7 coverage of the Sophos business
Required some out of work hours when necessary
Required to participate in an on call support rotation
Organisational Responsibility
Reports to Team Leader, Shift Leader of Regional Service Manager depending on location
Works co-operatively and collaboratively with other members of the Service Management Team, IT Functions and Suppliers as required
Ensure that agreed actions from 1 to 1s and appraisals are completed within the timeframes established
Experience & Skills
Experience working in an L1 role (Minimum of 2 years)
Previous experience of providing IT support in a fast paced, dynamic corporate environment
Active Directory - creating and managing users accounts, creating and managing distribution/security groups
Windows - 7,8 & 10
Basic Networking - assigning VLANs
Hardware Laptops, Desktops, Printers, Mobile Phones, peripherals
Remote Desktop & remote troubleshooting tools
Skype for Business
VOIP/ Telephony
Microsoft Products
Sophos Products
Relevant Bachelors/Diploma degree or equivalent education and experience from reputed college / university

Profile Summary:

Employment Type : Full Time
Industry : IT - Hardware / Networking
Salary : Rs 3.0 - 4.5 Lakh/Yr
Deadline : 13th Apr 2020

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