Sr Support Specialist

Overview:

• Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor’s “Best Places to Work.” 
• Seeking an astute individual that has a strong technical foundation with the additional ability to be hands-on with the broader engineering team as part of the development/deployment cycle, and deep knowledge of industry best practices, with the ability to implement them working with both the platform, and the product teams. 

Scope:

• Identify and diagnose issues and problems.
• Categorize and record reported queries and provide solutions.
• Support problem identification.
• Advise users on appropriate course of action.
• Monitor issues from start to resolution.
• Escalate, if needed, unresolved problems to a higher level of support
• Provide essential online security advice and support.

What you’ll do:

• He/She Will be the primary point of contact for Blue Yonder Employees.
• Handle IT service requests/incidents through chat, email, and call
• Take ownership for the co-ordination, investigation, and documentation of customer requests, issues, and problems.
• Ensures that correct resolutions are discovered and involves appropriate parties in resolving problems when needed.
• Perform incident notification and escalation.
• Monitor the Alerts (Server, Application, Network and Security) via tickets and monitoring tool.
• Work in the shifts as per the roster to support 24x7 Service Desk Operations
• Resolve incidents and fulfill service requests via ticketing tool and meet the internal KPIs.
• Troubleshoot PC and internal application related issues that are in scope.
• Available to work during the weekend support when required as per the business requirement.
• Perform Admin routines on critical applications like Tenrox/Upland, Workday, Salesforce etc.
• Network Performance monitoring – utilization alerts for internet and MPLS
• Info security alerts – Monitoring threat mailbox
• Monitoring various alerts like low space, hardware with respect to network & infrastructure, and assigning tickets to respective teams.
• AD account password reset & Sync Process
• Creation of DL’s, modify members of a DL.
• Printer Configuration & Troubleshooting
• Solving Out of Domain and Trust Relationship error issues
• Installing TOAD/PROJECT/VISIO/Office 365
• Tenrox – timesheet reopen/close, account suspension, browser related issues.

• Troubleshooting outlook issues
• Guest WIFI account creation
• Co-ordinating with vendors on support for network & infrastructure
• Perform timely follow up on incidents to ensure customer satisfaction.
• Develops and maintains product knowledge, business, and professional skills by participating in on-the-job and other training courses.
• Actively participates in preventive maintenance, by documenting common problems and scripts for customer support.
• Develops and maintains knowledge of Incident Management Tool, Knowledgebase and of the Service Desk procedures and business environment.
• Seeks opportunities to improve knowledge, skills, and performance and is receptive to constructive feedback.
• Work independently and always maintains a high degree of professional conduct. Adhere to organizational Core Values.
• Develop and maintain technical skills and understanding of the Service Desk. 24*7 Coverage Shift Rotation

What we are looking for:

• Bachelor’s degree and minimum 1-2 years of experience in end user issues handling
• Strong command over language  
• Good Understanding of technical jargons & analytical skills
• Should have the ability to understand and successfully resolve problems using knowledge base tools and techniques.
• Able to maintain a methodical and logical approach to problem solving even when under pressure.
• Basic knowledge of supporting Microsoft Office applications.
• Basic knowledge of supporting Active Directory, VPN

Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.