Analyst IT Support Analyst IT Support …

BlackRock
in Gurgaon, Haryana, India
Permanent, Full time
Last application, 07 Dec 21
Competitive
BlackRock
in Gurgaon, Haryana, India
Permanent, Full time
Last application, 07 Dec 21
Competitive
Analyst IT Support
Description

About this role

Technology & Operations

BlackRock is looking for a full time Deskside Support Engineer to join our India Support team based in Gurgaon. Reporting into a team lead, the individual will be responsible for technology support for the India region while providing onsite support and focus to the Gurgaon office. The regional support teams strive to provide outstanding levels of service to our clients, ensuring they have the technology and support required to achieve their business objectives. Excellent communication skills are essential for this role. The individual will need to keep our clients engaged on technology projects, policies and standards while collaborating with the technology management and infrastructure teams.

Team Overview

Digital Workplace is a global team. The team's duties include installing, diagnosing, repairing, maintaining, and upgrading client facing technology estate (desktops, laptops, monitors, mobile devices); troubleshooting complex software functionality and installation issues. It can also include troubleshooting and/or installation of network, audio visual and telecom equipment, if needed. The Desktop Support team is the focal point for Digital User Experience org and must lead by example. On top of day-to-day support operations, the team participates in global and local projects, such as infrastructure upgrades, moves, M&As, etc.

Responsibilities

  • Promptly investigate and resolve Incident tickets across the region and provide hands on support for the Gurgaon office.
  • Provide proactive swift and professional end user IT support. Respond to Help desk generated tickets within defined timescales.
  • Support widely used hardware (PCs, Laptops, Mobile devices) and software products (MS Windows, MS Office) as well as in-house applications, Market Data applications and local third-party accounting systems.
  • Escalate issues affecting business operations, whilst maintaining overall responsibility for the problem or activity
  • Collaborate with other support groups across global locations to help trouble shoot user issues
  • Manage tasks/projects allocated to you within the given time scales, seeking advice where necessary
  • Perform HW setup/replace/disposal (incl. PC builds, memory/video cards replacement, etc.) and ensure documentation and inventory is accurate
  • Complete user moves and new joiner installations in the office
  • Maintain asset inventory and stock controls
  • Assist with wider infrastructure teams - providing local technical assistance
  • Perform on-site analysis, diagnosis, and resolution of desktop problems for end-users, recommend and implement corrective solutions
  • Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware or software in order to deliver required desktop service levels
  • Participate in Disaster recovery testing exercises
  • Upholding procedures for logging, reporting, and statistically monitoring desktop operations
  • Write technical support knowledge articles and end user documentation as needed
  • Escalate issues affecting business operations, whilst maintaining overall responsibility for the problem or activity
  • Be willing to provide assistance with any other elements of IT support when required
  • Assist the team with project delivery tasks as and when the need arises
  • Meet or exceed expected customer service levels
  • Provide regional office support across the India region
  • Provide VIP support for when necessary for local execs or visitors


Experience

  • Outstanding communication skills in written and verbal form and High Customer Support orientation
  • Thorough knowledge of enterprise technology platforms, from the desktop through to back-end infrastructure
  • Proven track record in delivering superior customer service in a corporate environment
  • At least 3-5 years of full-time work experience in Information Technology as Desktop Support Engineer, Technical Support Engineer, or similar roles.
  • Hands on experience Windows10/ Mac OS/ Chrome OS/ Office365/ MS teams/ Internet explorer.
  • Hand on experience in Incidents, Service requests and change request based on ITIL Process.
  • Basic Knowledge of VMware and Citrix, Cloud Technologies e.g AWS, Azure GCP etc
  • Experience in IT asset management
  • Knowledge of network security practices and Anti-Virus programs.
  • Working knowledge of networking/ communication technologies, LAN/WAN.
  • Experience in troubleshooting of third-party applications.
  • Excellent problem solving and multitasking. Ability to perform remote troubleshooting.
  • Experience with building and developing process catalogues
  • Bachelor of engineering in Computer Science/ Telecommunication/Electronics.


Our benefits

To help you stay energized, engaged and inspired, we offer a wide range of benefits including a strong retirement plan, tuition reimbursement, comprehensive healthcare, support for working parents and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.

About BlackRock

At BlackRock, we are all connected by one mission: to help more and more people experience financial well-being. Our clients, and the people they serve, are saving for retirement, paying for their children's educations, buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress.

This mission would not be possible without our smartest investment - the one we make in our employees. It's why we're dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive.

For additional information on BlackRock, please visit careers.blackrock.com | www.blackrock.com/corporate | Instagram: @blackrock | Twitter: @blackrock | LinkedIn: www.linkedin.com/company/blackrock

BlackRock is proud to be an Equal Opportunity and Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law.

BlackRock will consider for employment qualified applicants with arrest or conviction records in a manner consistent with the requirements of the law, including any applicable fair chance law.
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