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Job Opening details:-
Company Name :-
WhiteHat Education Technology
Position Name :- Executive – Information Technology

Company Location :-
Mumbai, Maharashtra
Job Category :-
Jobs in Pune

Full Job Description :-
Information Technology
Job posted on
Mar 24, 2022
Employment type
Experience range
0 – N.A.
Executive – IT

WhiteHat Education Technology Pvt Ltd

Information Technology

Gurgaon Office

Reporting Manager:
AVP – Information Technology

Primary Purpose: To support end users on Hardware & applications related issues

Key Accountabilities/Activities:
Primary responsibility
Fulfilling users requests on IT applications like Windows OS, MAC OS, Ms-Office, G-Suite, Adobe suite, Zendesk & others business applications
Resolve day to day issues related to Desktop, Laptop, Mobile phone, Tablets, Servers, Printer, Wi-Fi, etc. and provide timely updates to manager
Provide & manage local support, escalate unresolved issues to next level of support personnel
Have hands on experience on ticketing tools
Perform root-cause analysis on repeated issues to enable future prevention
Manage Antivirus & other applications and other IT Security equipment
Ensure all endpoints are up-to-date with latest patches. Adhere to IT security procedures & processes
IT Asset Tagging and updating the same in IT Inventory Sheet
Adhere to IMAC process
Log all call in ITSM tool and provide resolution as per SLA
Logging of call with OEM / vendors in case of any errors/break downs
Maintain SLA of all IT tickets raised for infra & applications and ensure resolution for the same with good user feedback and their “wow” experience
Manage & support new IT projects in accord of IT setup, train new users/IT executives & manage the local development of IT setup project
Manage and maintain local IT inventory with proper tagging
Secondary responsibility
Work Relations:

Reporting to Assistance Vice President – IT for all functional as well as admin issues
Interfacing with all personnel across the organization, including those based out of Brazil, Mexico & India

Interface with External Vendors, ticket logging & tracking open calls till resolution with support vendors

Under Graduate, Graduate, Diploma, Degree holder
IT Certifications (CCNA, MCITP, VCA, and VCP) preferred

Minimum 3 – 5 years of relevant experience in desktop support
Expected Competencies:
Very strong customer service skills
Strong vendor management skills
Good Experience on ITSM tools
Thorough knowledge of Windows & MAC operating system
Sound knowledge of Microsoft Active Directory
Managed Enterprise Antivirus Software like Seqrite, Symantec, MacAfee, Sophos, TrendMicro, etc.
Good verbal and written communication skills
Adept to work in a fast paced business environment and deliver within tight deadlines
Have managed support for end users in excess of 100+ users
Help create technical documentation and manuals

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