Senior Tech Support Associate

Lets be #BrilliantTogether

ISS STOXX is growing! ISS STOXX is actively looking for an Senior Tech Support Associate to Join the Mumbai Team (Goregaon East).

Overview:

The Desktop Technical Services Associate is a key contributor to ISSs global customer support organization. The position is a critical component to delivering high quality services to ISS and joins our IT team providing in-house technical support. The position will be based in Mumbai and provide local and global remote support as available to other ISS offices across US EMEA and APAC. Our principles are based on collaboration best practices standards efficiency and commitment to effective service delivery and responsiveness to the needs of the business. This role incorporates the traits of a highly engaged communicator technical expert team leader and a problem solver. A successful Technical Services team member is people-orientated and enjoys the challenge of resolving functional/technical questions and/or issues in a timely manner within person interactions on the phone through chat vehicles and remote connections. This position must be able to quickly and independently analyze each situation presented to them to determine the best approach for meeting the business needs while complying with established guidelines and policies. Likewise this candidate should possess the necessary skills and business knowledge to know when it is appropriate to take a non-standard approach to resolve the issue. They should be able to think on their feet and be confident handling those issues without having to escalate them to management for handling. Solid technical expertise willingness to learn and excellent customer care skills are essential for this role.

Responsibilities:

• Foster an engaging proactive and collaborative service department that is closely partnered and clearly communicates with the business and across IT departments.

• Serve as the Face of IT to the customer community providing a positive experience and reflecting a positive image of IT overall.

• Support multiple office locations primarily Mumbai.

• Build configure and troubleshoot Mac and Windows 10 desktop and laptop hardware load software and conduct audits for unlicensed software using Lansweeper Workspace One AirWatch Horizon SCCM for imaging software installation and inventory management.

• Support Office365 SharePoint Exchange Online and MDM for mobile phones.

• Accept user calls manage submitted tickets and work queue respond to work queues resolving issues in accordance with Service Level Agreements.

• Clearly and effectively communicate service status consistently with users other IT teams and business owners as required.

• Set up and maintain Audio Visual equipment in main areas and conference rooms.

• Troubleshoot network software and printing issues.

• Work with vendor support to resolve technical problems with desktop computing equipment and software.

• Maintain and track hardware inventory and standards working with procurement to purchase new hardware and software.

• Deploy and configure desktop and software Cisco phones.

• Work collaboratively with 1st/2nd/3rd level support team to ensure that customers receive timely service. Serve as a liaison between other support teams and the customer as required.

• Document IT desktop procedures as directed.

• Interacts with office staff department heads and corporate services to ensure that checks are made for customer satisfaction and satisfactory closedown/QA of incidents.

• Apply a business focus to all assignments and responsibilities measurement of results and associated reporting.

• Other duties as assigned.

Qualification:

• 8yearsexperience in building installing configuringtroubleshootingand supportingPCsand laptops.

• 5years experience supporting Windows 10/11 and supportingOffice 365 products.

• 2 years experience in managing Intune and M365 as a technical expert.

• Experience with Apple MacOS and management systems a plus.

• Experience with VMWare Horizon and Cisco telephone is a plus.

• Experience inscripting especiallyPowerShella plus.

• Experience inServiceNow Jira Remedy or similar service delivery application a plus.

• Knowledgeof various hardware platformsincludingDellLenovoHPandApple.

• Knowledge of and ability to support iOS andAndroidmobile devices.

• Knowledge of structured Service Desk functions and operation under ITIL framework

• Excellent written and verbal communication skillstelephone manner and a friendly disposition.

• Ableto define & document IT/Product support procedures as required.

• Ableto learn new concepts and business processes rapidly with the enthusiasm todeliverhigh quality service.

• Able to remain calmand focusedin a highly pressurized andtime orientedenvironment.

• Ableto coordinate & prioritizeeffectively & efficiently.

• A MCSE or other technologycertifications a plus.

• Bachelorsdegree or equivalent work experience.

• Strong critical thinking analytic andproblem-solvingabilities.

• Able to demonstrate a high degree of flexibility includinginworking hoursto support employees and customers across multiple time zones.

• Ability to provide Total Call Ownership to include handling various customers personality styles escalating issues as appropriate and providing the necessary follow up before incidents are closed.

• Show initiative when attempting to resolve incidents and requests to provide the best service possible; learn new concepts and business processes rapidly and with enthusiasm to deliver high quality service.

• Strong critical thinking analytic and problem-solving abilities.

• Able to remain calm and focused in a fast paced high pressure and time-oriented environment.

• Ability to coordinate and prioritize effectively and efficiently.

#MIDSENIOR

#IT

#LI-KK1

What You Can Expect from Us

At ISS STOXX our people are our driving force. We are committed to building a culture that values diverse skills perspectives and experiences. We hire the best talent in our industry and empower them with the resources support and opportunities to growprofessionally and personally.

Together we foster an environment that fuels creativity drives innovation and shapes our future success.

Lets empower collaborate and inspire.

Lets be #BrilliantTogether.

About ISS STOXX

ISS STOXX GmbH is a leading provider of research and technology solutions for the financial market. Established in 1985 we offer top-notch benchmark and custom indices globally helping clients identify investment opportunities and manage portfolio risks. Our services cover corporate governance sustainability cyber risk and fund intelligence. Majority-owned by Deutsche Börse Group ISS STOXX has over 3400 professionals in 33 locations worldwide serving around 6400 clients including institutional investors and companies focused on ESG cyber and governance risk. Clients trust our expertise to make informed decisions for their stakeholders benefit.

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Institutional Shareholder Services (ISS) is committed to fostering cultivating and preserving a culture of diversity and inclusion. It is our policy to prohibit discrimination or harassment against any applicant or employee on the basis of race color ethnicity creed religion sex age height weight citizenship status national origin social origin sexual orientation gender identity or gender expression pregnancy status marital status familial status mental or physical disability veteran status military service or status genetic information or any other characteristic protected by law (referred to as protected status). All activities including but not limited to recruiting and hiring recruitment advertising promotions performance appraisals training job assignments compensation demotions transfers terminations (including layoffs) benefits and other terms conditions and privileges of employment are and will be administered on a non-discriminatory basis consistent with all applicable federal state and local requirements.