IS Desktop Specialist

About the Role

Are you interested in technology and enjoy solving problems so that customers can get back to work quickly and efficiently?

The IS Desktop specialist is a key player on the front lines of Trimble Corporate IS. This position is perfect for someone looking to leverage their expertise in being the face of the IS department.

Not only do you provide help desk support services, you are also at the front line of our department and maintain the image and credibility of the department as a whole. Critical core competencies for this position are customer service, professionalism, communication, and strong technical skills.

The focus for this position is on service desk support, ticket queue coordination, process ownership, inventory control and project participation.

What You Will Do

You will support a variety of end-users onsite in our Mumbai & other India regional offices. You will interface and collaborate with other IS departments to ensure that the office and users are working efficiently and that their technical needs are met. You’ll provide world-class customer service and work with a cohesive global IS team.

• Support end users with desktop support and deployment of hardware and software.

• Display a high-level of customer service and professionalism.

• Resolve issues individually or in conjunction with other IS staff and resources in a timely and effective manner.

• Communicate with peers, other IS staff, IS management, business group managers, and other employees in support of end users and the corporate IS infrastructure.

• Explains complex information to others and works to build productive internal/external working relationships.

• Independently maintains and renews continuous relations with established suppliers, partners, and stakeholders.

• Provides informal guidance to global team members and continuously brings up discovered issues to the attention of the team and/or management. 

• Demonstrate and utilize excellent troubleshooting skills for all hardware used in support of Trimble’s computer user community, with a specific focus on Dell, Apple, and various mobile phones and tablets.

Who You Are

• Builds Trust:  You honor your word by doing what you say you are going to do. End-users and colleagues alike need to view the Corporate Information Systems team as a world-class team.

• Customer-centric: You have a commitment to delivering genuine customer service.

• Implementation / Execution: You are good at multitasking, organizing, and managing multiple priorities.

• Patience: You are able to work well with end-users who are not computer savvy and can communicate about technical terms in a non-technical manner.

• Timeliness: End-users and colleagues expect and deserve the fastest turnaround time for communication and support. 

• Sense of urgency: This is a fast paced environment which requires immediate attention to issues that may impact company revenue.

• Active listening: Analyze user feedback to streamline troubleshooting efforts.

• Adaptable: You are adaptable to new situations and problems and have a flexible mindset.

• Independence: Proactively address local issues using the analytics and administrative tools available. 

• Tech savvy: You enjoy learning new technologies and supporting end-users with their technology experience.

What Skills & Experience You Should Bring

• Ability to select from several predefined tools to solve problems.

• Ability to document technical information in ITSM systems and maintain ticket lifecycle management effectively.

• Ability to effectively communicate in English both verbal and written.

• Excellent organization skills.

• Relevant IT certifications such as ITIL, CompTIA A+, etc.

• 2+ years of related experience.

• Skills to set up, operate, and troubleshoot a wide variety of equipment and systems.

• Thorough experience with Windows, mobile devices, tablets, printers, conference room equipment.

• Basic network troubleshooting experience including DNS, DHCP, VPN, nslookup.

• Basic experience with macOS and Linux to deploy and troubleshoot the OS using existing tools and documentation.

• Understanding of Intune, SCCM, Jamf, and other device management systems.

• Experience with Google Workspace for enterprise.

• Experience with security software such as Netskope, Crowdstrike, Beyondtrust, and Bitdefender.

• Experience with full disk encryption on different OSes and hardware.

• Understanding of hypervisors and virtualized workstations.

• Hindi language proficiency is mandatory.

Job Location

Onsite at our office in Mumbai.

About Our Corporate Information Systems Division

The Corporate Information Systems team supports Trimble employees' work technology to keep them productive. Our global team is located across the world to provide fast response times and to efficiently diagnose issues and personalize our customers’ experience. Our team is cohesive, supportive, and we are proud of what we do.

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