IT Support Technician II in India

Primary/Essential Duties and Key Responsibilities:

• Technical troubleshooting & Support: Coordinate and/or perform fixes over the Phone/Chat/ IT Tech Bar or any other introduced channels.

• Diagnose/troubleshoot issues and assist colleagues, ensuring they are dealt with in a pleasant, professional, and timely manner.

• Relationship Management: Maintain working relationships with all IT & business resources, act as the first point of contact for all IT-related issues.

• Documentation: Ensure proper/accurate/up-to-date documentation and categorization for all incidents, requests and Problems. ( ITIL Framework )

• Escalation: Responsible for escalating all incidents and requests to appropriate support teams when resolution or process is unknown or out-of-scope promptly.

• Active Directory Management and Authentication: Knowledge of Active

• Directory including understanding of Office 365, MFA, Password reset, user/exchange accounts,

• Operating Systems (Windows, macOS, VDI): Troubleshooting, intermediate for advanced issues.

• Hardware and Software Support: Install, configure, maintain, monitor, and troubleshoot end-user workstation devices, mobile devices, and related hardware and software to meet delivered requirements.

• Information Routing: Serve as an information hub to route internal and external requests to the appropriate resource and follow the escalation structure when applicable.

• Global IT Operations: Develop a sound understanding of global IT operations, related applications and IT systems, and business-related processes and procedures.

• Networking Fundamentals: Basic connectivity troubleshooting, intermediate for advanced issues.

• Assist with Onboarding & Offboarding requirements for the new hire Assisting with the ITAM and Mobility management

• Remote Support & Deskside visit – onsite support

It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.