Support Specialist

Job Description Position: Executive - VIP Support Specialist.Department: IT Grade: JM3.Working Mode: - ON-SITE,Location: Corporate Office, Mumbai.Position Summary: **The VIP Support Specialist provides critical support to the executive leadership and to the Marico BoD as well as critical identified user. **The position will provide technology support for VIP members or executive leadership staff, specifically related technology needs for community events, monthly meetings, and any other events (like AGM) involving VIP/BoD members or executive leadership. **The specialist will collaborate with other members of the technology team, communication team and engagement team to ensure that the technology needs are met. **The position may work after-hours or weekends (as needed). Responsible for providing regular updates, meeting the deadlines. Qualification: BE (Comp/IT)/B.Sc. (IT/Comp)/B. Tech (Comp/IT)/BCA/MCA Certifications.Required: • ITIL V4 certification preferred. • Microsoft Windows certification is a plus.Experience: • 5 years related IT support experience including at least 3 years of experience with Windows Operating Systems, Servers, and network hardware required. • Experience supporting current versions of Microsoft Windows, Microsoft Office, and latest technologies Knowledge, Skills & Abilities: -• Advance understanding of video-audio technologies, Microsoft Teams environment, VoIP telecommunications technologies, and networking skills. • Advanced understanding of technology hardware, including desktop computers, laptops, tablets, printers, projectors, and scanners. • Knowledge of one or more operating systems, such as Microsoft Windows, Mac OS. • Familiarity with IT support tools, such as Active Directory, Quick-Assist, ITSM tool. • Working knowledge of PC/LAN application software including Office 365 and Internet browsers (Internet Explorer, Chrome, Safari). • Must be able to successfully manage multiple tasks, projects, and responsibilities. • Excellent written and verbal communication skills with a particular focus on clearly articulating IT incidents and their solutions so that both end users and technical support staff understand what is being communicated. • Ability to apply critical thinking skills in rendering solutions to various technical issues.• Ability to independently learn new technology and provide training and instruction to VIP Support team. • Ability to proactively preventive maintenance of VIP devices to keep 99% of uptime. • Must be able to collaborate effectively with stakeholders (BoD), the help desk, the general public, and work with diverse groups of people. Key Deliverables of the Role • Responsible for executive leadership and Board of Director members support tickets. • Installs requested software on to PC and Apple devices. • Troubleshoots and resolves minor wireless, network, switch, or printer issues; escalates major issues (wireless, network, etc.) to information technology (IT) infrastructure technical teams. • Follows established processes and procedures, documenting work performed, including steps to resolve issues, at all times within central ticketing systems for audit and/or knowledge-based purposes. • Reports any suggestions that may improve processes or enable more efficient support to supervisor. • Designs and setup all executive leadership IT requirements for meetings.• Acts as the coordinator between IT and the executive assistance, works with rest of department and vendors to resolve technical issues. • Required to have prompt, regular attendance in-person and be available to work on-site, inperson during regular business hours and as needed. • Performs other duties as assigned by supervisor & grand supervisor. • KPI Monitoring for VIP Support • VIP Ticket Analysis / Trending, reduction in tickets & improving TAT & CSAT • Microsoft Office365 - deployment, licensing, support • Lead Microsoft Teams Room, Webex, Zoom Support • IT Policies/SOP - System Validation & deployment. Must have Qualities: • Should be good at read, write, understand, interpret, and apply information at a moderately complex level essential for successful job performance. • Judgmental and the ability to process information quickly. • Learn quickly and follow verbal procedures and standards. • Priorities tasks in order of importance; copy, compare, compile and coordinate information and records. • Understand how to manage stress. • Ability to be flexible and adapt as needed between various in-person working environments. Will require travel to multiple sites. Leadership: • Service Orientation • Lead by Example • Collaboration • Grooming/training skills • Self-Contributor• Sound Analytical.Skills Growth Path and Future :- Member will be groomed for taking higher order roles. • Member's aspiration for higher order responsibility with Consistent performance and results delivery for 2-3 years will enable him to be ready for higher role in function. Reporting Relationships: Report to Manager - EUS & IT Service Deliver PRB