Role: VIP Support L2

Key Attributes:

• Year Of Experience: 6+
• Location: Mumbai (Nariman Point, BKC)
• Strong Area: Windows, MAC, IOS Support, Software & Hardware Troubleshooting  
• (Experience and Qualifications) - BE , ME / B.Tech, M.Tech / B Sc-IT, MSC IT/ BCA, MCA
• Strictly No BA, B Com, Diploma holders
• Preferred – MCSA / M365:MDAA 

Job Accountabilities:

• Handson experience on IOS devices (Ipad, Iphone, Apple TV)
• Experience of supporting VIP Users (Company MD/CEO, Board of Directors) including their residence.
• Experience of supporting Meeting Rooms and Board Room and knowledge of Audio Video Setups
• Advance knowledge on Windows OS or MAC OS.
• Ready to work on rotational shifts, Weekends, Public Holidays
• Candidate should be willing to provide Support at VIP residency
• Provide technical L1, L2 & L3 hardware and software support for end users from support staff to top executive management.
• Provide on-call support as required.
• Handling the VIP and escalation calls. Interacting with senior users to understand the requirements.
• Analysing and monitoring the day to day calls and guiding the junior team members accordingly.
• Train and assist with End User training on all systems.
• Perform direct hands-on problem resolution and escalation management for end-user troubles, application service interruptions and issues.
• Maintaining and achieving the agreed SLA & SBDs and drive the team for same.
• Maintain trouble ticketing and defect tracking systems, and provide procedures and impose process structure, methods, discipline and standards.
• Create and maintain IT documentation relating to the Service Desk function (like a best practice)
• Make continual improvements to procedures and documentation
• Additional responsibilities as requested by the IT Manager