IT Support Analyst
Rocket Software
Bengaluru, India
16h ago

Summary : As an IT Support Specialist for Rocket Software, you will be part of a global fast paced IT organization with a primary mission to provide world class support services to our software development labs and internal business units within the America’s, APAC and EMEA regions.

The IT Support Specialist provides 2nd line support to Rocketeers, acting as an escalation point for Associate IT Service Desk Specialists and IT Service Desk Specialists.

They receive, record, diagnose, update and resolve issues opened by our customers, Rocketeers. They offer support and guidance to Associate IT Service Desk Specialists and IT Service Desk Specialists.

Essential Duties and Responsibilities :

  • Provide level 2 support to Rocketeers working to resolve more complex issues.
  • Understand and apply advanced principles of Rocket’s IT Service Management tool set.
  • Create and validate knowledge articles to solve Service Requests and Incidents.
  • Carry out more advanced tasks requiring adherence to prescribed processes.
  • Continue to develop documentation and communication skills.
  • Act as the primary escalation point for Associate IT Service Desk Specialists and IT Service Desk Specialists.
  • Apply necessary escalation processes.
  • Create basic work plans and work somewhat independently and meet due dates.
  • Work under limited direction of a manager or more senior members of the team.
  • Understand hardware and software systems.
  • Contribute to projects and initiatives within EUX and the wider IT group.
  • Required Qualifications :

  • 4- 7 years of IT Support or Service Desk Experience.
  • Basic technical certifications desirable.
  • Able to provide strong evidence of previous Service Desk and Support work completed
  • Work well in a team environment, collaborative, dependable and accountable.
  • A technical understanding of key IT technologies such as Windows 10, Active Directory, Office 365, networking concepts and unified communications.
  • A solid understanding of hardware particularly laptops.
  • Good understanding of IT Service Management Principles.
  • Recognizes and acts appropriately to high priority incidents and Service Requests.
  • Contributes to solutioning on large scale issues.
  • Proactive in identifying systemic issues.
  • Preferred Qualifications :

  • Previous team leader experience and responsibility for maintaining and implementing IT endpoint security platforms which provide device management, antivirus, endpoint security, patch management and compliance reporting across end user platforms (Windows, Mac, Chromebook, iOS, Android).
  • Education :

    Bachelor’s Degree in an IT technical / Networking degree

    Travel Requirements :

    Minimal,

    Information Security :

    Information security is everyone’s responsibility. A fundamental principle of information security at Rocket Software is that all individuals in the organization have a responsibility for the security and protection of company information and IT Resources over which they have control, according to their role.

    Diversity, Inclusion & Equity :

    At Rocket we are committed to an inclusive workplace environment, where every Rocketeer can thrive by bringing their full selves to work.

    Being a Rocketeer means you are part of our movement to continually drive inclusivity, diversity and equity in our workforce.

    Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

    Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

    Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities.

    If you need special assistance or an accommodation while seeking employment,

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