Job Description

Build a meaningful career

At LifeWorks, we offer more than career opportunities, we provide career opportunities to make meaningful contributions to people's lives. The extraordinary expertise of a more than 7,000-strong workforce is harnessed to support the employees and families of the organizations we serve. Our innovative programs have a lasting impact on the health, financial security and productivity of 24,000 workplaces.

As a Technology Analyst, the successful candidate will work as a member of a team providing 24x7 1st level remote, phone, email, and hands-on technical support to LifeWorks employees. The role will require collaboration with 2nd level counterparts in resolving issues as needed.

Responsibilities

• Provide technical support to LifeWorks employees who work with PC using Windows and Microsoft Office suite including Outlook and Teams.
• Provide end-user support, troubleshoot performance & network issues, support various software including in-house applications on the user's machine.
• Monitor and act on alerts related to servers/applications and escalate when required.
• Provide support for production application services in client-facing environment.
• Monitor security tools covering enterprise-wide systems and networks and act or escalate based on established protocols.
• Review of security tools consoles for specified alert types.
• Handle all support requests and business continuity activities as per SLA to ensure flawless and quality delivery of services to end-users.
• Work together with Application Development, Infrastructure and Implementation teams.
• Diligently manage all service requests using issue/request tracking software.
• Consult user guides, technical manuals and other documents to research and implement solutions.
• Provide superior customer service.
• Contribute to knowledge base used by all technical support analysts.
• Participate in documenting new specifications or standards for in-house applications and software.
• Actively participate in finding best methods of information management.
• Configure, maintain, and support for both internal and external applications.
• Carry out any administrative tasks required by the position.

Succeeding as a Technology Analyst, will require the following core qualifications and skills

• BE, BTech or a bachelor's degree in computer science.
• 2 to 6 years related experience.
• Experience supporting MS Office suite and tools (Word, Excel, PowerPoint, and Outlook) in a networked PC environment with Windows & on Mobile devices.
• Ability to analyse, diagnose, troubleshoot, and repair various software problems including In-house Applications.
• Installing, configuring & troubleshooting Windows 10 issues.
• Knowledge of Active directory, Windows Server operating system, DNS, DHCP.
• Troubleshooting VPN-related issues.
• Good to have experience on Windows servers, SQL database & Web applications.
• Customer support experience with different global regions having English as the primary mode of communication.
• Strong troubleshooting and problem-solving skills.
• Strong written and verbal communication skills in English. A strong aptitude for investigation, analysis and problem-solving.
• Proven record of providing great client service with excellent communication skills (telephone etiquette, follow-up etc.)
• Ability to work quickly, accurately, with short deadlines.
• Good team spirit and ability to take initiative.
• Flexibility, availability, and attention to detail.
• Ability to learn new Software Programs
• Ready to work in 24/7 rotational shifts and on weekends (As required)

Where permitted by law, LifeWorks employees must be fully immunized to access a LifeWorks office or customer premises.

Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to

Fulfilling work that matters

LifeWorks is in the business of helping organizations help their people and in the process, we strive to elevate ours. We're always looking for talented professionals and strategic leaders looking to make a difference in the lives of the people we serve. We appreciate the interest of every applicant; however, we contact only those selected for an interview.

At LifeWorks, we are committed to putting our people first. Our priority is to optimize the health and productivity of our people. In light of COVID-19, our company continues to monitor the global situation and following local guidance in each of our communities to ensure the health and wellbeing of our employees. Safety is our highest priority, and while the goal is to ultimately return to the office, we are currently working remotely and are connecting with candidates through virtual interviews, recruitment events, and information sessions. We are excited to connect with you virtually, and look forward to receiving your application.