Job Description

Flex is the diversified manufacturing partner of choice that helps market-leading brands design, build and deliver innovative products that improve the world.We believe in the power of diversity and inclusion and cultivate a workplace culture of belonging that views uniqueness as a competitive edge and builds a community that enables our people to push the limits of innovation to make great products that create value and improve people\'s lives.A career at Flex offers the opportunity to make a difference and invest in your growth in a respectful, inclusive, and collaborative environment. If you are excited about a role but don\'t meet every bullet point, we encourage you to apply and join us to create the extraordinary.Summary:The \xe2\x80\x9cAnalyst, IT Operations\xe2\x80\x9d will be based in chennai , reporting to ManagerWhat a typical day looks like:Oversee the day-to-day operations of the Technical Support Team Act as a senior resource who will drive customer satisfaction through customer support

• Act as a mentor and provide oversight, coaching, and training to technical support staff
• Be the point of contact when it comes to technical escalations
• Record and track team SLAs and workflows
• Manage and report on all incoming technical support inquiries
• On-board all new technical support team members
• Assist in the creation of the team KPIs as well as monitor and report on results
• Be actively involved with the operational delivery and UAT if required for new product and feature releases Monitor team performance and report on metrics
• Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
• Work to create any relevant support material for the team Implement any necessary preventive measures to reduce customer faults and issues Review all technical support-related processes and documentation for continuous improvement
• Proven people management and leadership skills
• Monitoring and supporting the infra as well the remote devices in the network.
• Following Site IT tickets with ITIL Process & attend incidents, and requests logged by users on a day-to-day basis as per SLA, being the first point of escalation. Hands-on experience in Service Now ticketing tool
• Responsible for updating and maintaining the users, groups, and organization units.
• Image laptops/desktops with MDT and troubleshoot problems related to booting, Hardware, and windows OS performance.
• L1 Network troubleshooting.
• Encryption for data security. Handling the issues of system image failure with the help of encryption.
• Providing extended support to end users to resolve the issues immediately.
• Participating in 24/7 support including weekend system prep and on-call rotations as per the business needs.
• Basic knowledge of Powershell / any scripting language
• Hands-on experience in handling cloud AV devices (Preferably Zoom Room)

The experience we\xe2\x80\x99re looking to add to our team:

• 5+ years of experience is preferred
• Candidate should be responsible for maintenance of all Site IT and Network related hardware/software.
• Excellent communicator, both oral and written
• Proven people management and leadership skills
• Strong problem-solving and communication skills
• Strong analytical skills to investigate and resolve customer support tickets
• Able to multi-task efficiently under time pressure

What you\xe2\x80\x99ll receive for the great work you provide:

• Health insurance

• PTO

Job Category ITFlex pays for all costs associated with the application, interview or offer process, a candidate will not be asked for any payment related to these costs.Flex does not accept unsolicited resumes from headhunters, recruitment agencies or fee based recruitment services. Flex is an Equal Opportunity Employer and employment selection decisions are based on merit, qualifications, and abilities. Flex does not discriminate in employment opportunities or practices based on: age, race, religion, color, sex, national origin, marital status, sexual orientation, gender identity, veteran status, disability, pregnancy status or any other status protected by law. Flex provides reasonable accommodation so that qualified applicants with a disability may participate in the selection process. Please advise us of any accommodations you request to express interest in a position by e-mailing: . Please state your request for assistance in your message. Only reasonable accommodation requests related to applying for a specific position within Flex will be reviewed at the e-mail address. Flex will contact you if it is determined that your background is a match to the required skills required for this position. Thank you for considering a career with Flex.

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