What are the responsibilities and job description for the Technical Support Specialist, IT Infrastructure position at SitusAMC and Careers?
SitusAMC is where the best and most passionate people come to transform our client’s businesses and their own careers. Whether you’re a real estate veteran, a passionate technologist, or looking to get your start, join us as we work together to realize opportunities for everyone, we proudly serve.
At SitusAMC, we are looking to match your unique experience with one of our amazing careers, so that we can help you realize your potential and career growth within the Real Estate Industry. If you are someone who can be yourself, advocate for others, stay nimble, dream big, own every outcome, and think global but act local – come join our team!
Essential Job Functions:
First call resolution (FCR) is a critical part of the job role
Understanding of ITIL framework which includes incident, service request, queries and problem management are very critical
Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
Provides hardware / software / network problem diagnosis / resolution via telephone/email/chat for customers end users
Responsible for the technology infrastructure of the organization which provides IT services such as personal computer, network and servers, Physical & virtual architecture, WIFI, CCTVs, storage, email and Internet access, mobile personal devices connectivity, telephony, data integrity including backups, helpdesk to support the business in meeting its objectives
Deep knowledge on infrastructure technologies with hands on skills including technologies related to Microsoft Windows, Office365, Microsoft Share point, IP Telephony, Collaboration tools, etc.
Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's
Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
Escalate complex problem to appropriate support specialists
Troubleshoot client software and basic network connectivity problems
Identify, evaluate, and prioritize customer problems and complaints
Participate in on-going training and departmental development
Routine maintenance updates with other IT staff and business units
Qualifications/ Requirements:
Graduate in any discipline with hardware and networking certification
Disciplined, systematic problem-solving skills required
Preferred ITIL certified (Foundation)
Hands-on work experience with the following:
Windows Operating systems
Servers: Windows 2000, Windows 2003, Windows 2008,
Knowledge of Active Directory, Exchange 2003/2007
Remote desktop connectivity applications knowledge
MS Office Suite (O365): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
Internet browsers (e.g., Explorer, Chrome, Firefox)
VPN and remote dial-in users
Support for laptop, desktops, and printers
Others: Adobe Acrobat and other common desktop applications like WinZip, etc.
Excellent communication and conversation skills (Verbal and Written)
Good documentation skills
Able to handle unforeseen situations
Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone
Personal dedication to providing high quality, superior service at all times.
Ability to finish what is started is a must
Ability to integrate as a cross-functional team player in a fast-paced environment where all information is shared
Ability to learn new information quickly and the willingness to do so at all times.
Ability to work flexible hours from time to time to cover for other Service desk staff and to be on call via pager during the week
Customer Focus
Teamwork
Technical Expertise
Interpersonal Effectiveness
Note: This job description is not intended to be all inclusive or exclusive. At any time, employees may perform other related duties as required to meet the ongoing needs of the organization and participate in additional trainings. SitusAMC does not accept unsolicited resumes from staffing agencies, search firms or any third parties. Any unsolicited resume submitted to SitusAMC in any manner will be considered SitusAMC property, and SitusAMC will not pay a fee for any placement resulting from the receipt of an unsolicited resume.
The annual full time base salary range for this role is ₹1.00 - ₹1.00
Specific compensation is determined through interviews and a review of relevant education, experience, training, skills, geographic location and alignment with market data. Additionally, certain positions may be eligible to receive a discretionary bonus as determined by bonus program guidelines, position eligibility and SitusAMC Senior Management approval.
SitusAMC offers a comprehensive and competitive benefits plan.
SitusAMC is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law.
At SitusAMC, we are looking to match your unique experience with one of our amazing careers, so that we can help you realize your potential and career growth within the Real Estate Industry. If you are someone who can be yourself, advocate for others, stay nimble, dream big, own every outcome, and think global but act local – come join our team!
Essential Job Functions:
First call resolution (FCR) is a critical part of the job role
Understanding of ITIL framework which includes incident, service request, queries and problem management are very critical
Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
Provides hardware / software / network problem diagnosis / resolution via telephone/email/chat for customers end users
Responsible for the technology infrastructure of the organization which provides IT services such as personal computer, network and servers, Physical & virtual architecture, WIFI, CCTVs, storage, email and Internet access, mobile personal devices connectivity, telephony, data integrity including backups, helpdesk to support the business in meeting its objectives
Deep knowledge on infrastructure technologies with hands on skills including technologies related to Microsoft Windows, Office365, Microsoft Share point, IP Telephony, Collaboration tools, etc.
Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's
Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
Escalate complex problem to appropriate support specialists
Troubleshoot client software and basic network connectivity problems
Identify, evaluate, and prioritize customer problems and complaints
Participate in on-going training and departmental development
Routine maintenance updates with other IT staff and business units
Qualifications/ Requirements:
Graduate in any discipline with hardware and networking certification
Disciplined, systematic problem-solving skills required
Preferred ITIL certified (Foundation)
Hands-on work experience with the following:
Windows Operating systems
Servers: Windows 2000, Windows 2003, Windows 2008,
Knowledge of Active Directory, Exchange 2003/2007
Remote desktop connectivity applications knowledge
MS Office Suite (O365): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
Internet browsers (e.g., Explorer, Chrome, Firefox)
VPN and remote dial-in users
Support for laptop, desktops, and printers
Others: Adobe Acrobat and other common desktop applications like WinZip, etc.
Excellent communication and conversation skills (Verbal and Written)
Good documentation skills
Able to handle unforeseen situations
Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone
Personal dedication to providing high quality, superior service at all times.
Ability to finish what is started is a must
Ability to integrate as a cross-functional team player in a fast-paced environment where all information is shared
Ability to learn new information quickly and the willingness to do so at all times.
Ability to work flexible hours from time to time to cover for other Service desk staff and to be on call via pager during the week
Customer Focus
Teamwork
Technical Expertise
Interpersonal Effectiveness
Note: This job description is not intended to be all inclusive or exclusive. At any time, employees may perform other related duties as required to meet the ongoing needs of the organization and participate in additional trainings. SitusAMC does not accept unsolicited resumes from staffing agencies, search firms or any third parties. Any unsolicited resume submitted to SitusAMC in any manner will be considered SitusAMC property, and SitusAMC will not pay a fee for any placement resulting from the receipt of an unsolicited resume.
The annual full time base salary range for this role is ₹1.00 - ₹1.00
Specific compensation is determined through interviews and a review of relevant education, experience, training, skills, geographic location and alignment with market data. Additionally, certain positions may be eligible to receive a discretionary bonus as determined by bonus program guidelines, position eligibility and SitusAMC Senior Management approval.
SitusAMC offers a comprehensive and competitive benefits plan.
SitusAMC is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law.