Job Description

About the Role:
As a Specialist in our IT support team, you will enhance our technology operations by providing more sophisticated support to internal users. Your contributions will be fundamental in ensuring seamless interactions between users and their IT tools, directly impacting productivity and user satisfaction.Responsibilities:

• Diagnose and resolve more complex technical support issues.
• Participate in new hardware and software deployments.
• Document and escalate unresolved issues to higher-level support.
• Provide user training on basic IT tasks and software tools.
• Assist with network troubleshooting and minor configuration tasks.
• Maintain and update the IT inventory and asset management system.
• Support the implementation of new IT procedures and policies.
• Perform routine maintenance and updates on systems and software.
• Aid in incident response and recovery efforts.
• Generate reports on common support issues and resolutions.

Skills:

• Technical Troubleshooting: Proficient in resolving more complex technical issues.
• Communication: Enhanced skills for effective interaction with users and team members.
• Networking: Capability to assist and troubleshoot basic network configurations.
• Software Deployment: Competence in deploying standard software applications.
• Hardware Configuration: Advanced understanding of IT hardware setup and maintenance.
• Documentation: Detailed documentation and issue tracking.
• Customer Service: Strong user support and customer service skills.
• Problem Solving: Improved problem-solving capabilities for technical issues.

Level criteria T2 (for internal use only):

• Requires working knowledge and expanded conceptual knowledge in primary technical job family and broadens capabilities; has worked with and is proficient with current technologies
• Understands key business drivers and builds knowledge of the company, processes and customers
• Performs a range of technical assignments and solves moderately complex problems under guidance of established policies and procedures
• Receives a moderate level of guidance and direction
• Impacts quality of own work and the work of others on the team; may provide informal guidance to new team members
• Explains complex information to others in straightforward situations

Physical DemandsNormal office environmentWork hours determined by shift as part of a 7x24 staffing schedule:ShiftIndia Standard TimeShift-107:00 AM xe2x80x93 04:00 PMShift-203:00 PM xe2x80x93 12:00 AMShift-311:00 PM xe2x80x93 08:00 AMShift assignments will be rotated every month

Wolters Kluwer