420 IT Support jobs in Vadodara

Responsibilities

Operations:

• Communicate clearly with customers both in writing and over the phone
• Perform mid-level and advanced troubleshooting of issues across the services provided by the Managed Services team
• Engage directly with customers to review quality of service and provide monthly service overviews
• Provide support to incident managers for critical “P1” issues, ensuring that the customer is updated regularly, and that the Operations team drives the issue to resolution and performs root cause analysis
• Perform advanced configuration of monitoring tools and automation/improvement of common operational tasks
• Respond to automated alerts performing troubleshooting and resolution of issues, as well as proper notifications where required
• Use a ticket system to provide regular status updates and make sure tasks are completed based on priority and in compliance with SLAs
• Research technical issues, using internal and publicly available documentation
• Work with OEM and 3rd party support providers to resolve issues
• Provide excellent customer service, staying calm and communicating clearly and professionally in stressful situations
• Provide quality customer service, including interacting with customers and answering customer inquiries
• Ability to work independently and proactively identify and resolve issues without direct instruction
• Mentor and provide technical guidance to the Managed Services team
• Provide “on-call” support for off-hours incidents, requests, and escalations
• Perform other tasks as assigned by management

Education and Training

• High school diploma required; college degree strongly preferred
• Relevant mid-level or certifications strongly preferred:
• Cisco CCNA/CCNP/CCIE
• Certified Ethical Hacker or CISSP
• AWS Certified Practitioner / Solution Architect
• Microsoft MCSA/MCSE
• Red Hat RHCSA/RHCE
• ITIL v3/4 Foundation / Six Sigma Black Belt / PMP

Experience

• 5+ years in a technical field
• Experience providing customer support
• Experience in 24x7x365 Managed Services or SaaS organization
• Experience using ITSM and Monitoring tool sets
• Advanced knowledge of desktop operating systems
• Experience using Server virtualization platforms VMware, Hyper-V, and Proxmox
• Advanced BCDR solution experience
• Microsoft licensing knowledge and experience
• Experience managing Cloud infrastructure (AWS / Azure)

Skills

• Highly analytical thinker and troubleshooter
• Detail oriented with excellent documentation and communication skills
• Self-motivated, passionate about technology, with the desire to learn new things
• Ability to administer Windows and Linux systems and related tools such as Active Directory, SCOM, Satellite and Puppet
• Ability to administer common network infrastructure, such as switches, routers, load balancers and firewalls
• Ability to administer unified communications platforms strongly preferred
• Strong knowledge of IT security principles
• Ability to mentor and train analysts and engineers
• Ability to lead projects and teams

Job Type: Full-time

Benefits:

• Paid sick time
• Paid time off
• Provident Fund

Schedule:

• Monday to Friday
• Weekend availability

Work Location: Remote

Designation: Manager - Technical Support

Location: Ahmedabad (Work From Office)

Shift: Rotational Shift

Role & Responsibilities:

• Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues.
• Train, coach and mentor L1/L2 Technical Support Engineers.
• Manage 24X5/7 service availability and SLA adherence.
• Establish and implement ITIL standards in service delivery practices.
• Act as escalation point for all requests and incidents. Develop and mature phone/ticket/email escalation processes to ensure free flowing escalation and information within the organization.
• Lead IT and Support Helpdesk project for on-time and quality closer.
• Maintain IT service desk policies, procedure documentation, records and reports in compliance with organization, ISO, HIPPA and HITRUST compliances requirements.
• IT Asset Management.
• Vendor management for procurement, repair and maintenance
• Foster positive end-user, cross function relationships and drive customer satisfaction.
• Develop and maintain Technical Support knowledge base.
• Maintain departmental staffing by recruiting, selecting, orienting, and training employees and developing personal growth opportunities.
• Develop employees within their roles via coaching, counseling, and disciplining employees.
• Conduct regular check-ins with all direct reports to monitor performance, track progress on the completion of work duties and responsibilities and discuss successes and challenges.
• Conduct annual performance evaluations for all direct reports
• Manage process for communicating outage/emergency activities to the organization.
• Provide data and reporting of KPIs and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement.
• Review survey feedback to improve services, tools and support experience.

Preferred candidate profile:

• Graduate in Engineering/Technical discipline having knowledge of servers and desktop O.S., O365, networking, firewall, Windows AD, Domain controller, All PC/Laptop/Server Hardware, Tablets, software applications, server maintenance, etc.
• At least 15 years + years of total IT experience with a minimum of 5 years of experience with IT Helpdesk/Service Desk management in Enterprise environment
• 24X5/7 Global Support Operations ManagementITIL Certification
• Microsoft and Azure Certification is an added advantage
• Strong leadership capability, Deep IT/PC troubleshooting knowledge, Excellent customer Service Skills, Excellent problem solving skills
• Strong coordination skills to work with multiple cross functions
• Proactive and creative, Attention to detail, Excellent research skills
• Excellent English communication skill (both Written & Verbal)
• Customer-centric
• Problem Solver
• Critical thinker

About Advantmed:

Founded in 2005 and based in California, Advantmed LLC is a healthcare information management company that provides healthcare organizations with the solutions they need to elevate their financial and clinical performance. Our transparent, innovative risk adjustment and quality improvement solutions drive better outcomes.

How to Apply?

If you would like to pursue this position, please mail your updated resume at , along with the following details

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Roles & Responsibilities:Relevant Experience Looking for 2-5 YrsEducation: B. E/B. Tech/B. Sc (Computers/Electronics) / BCA / BBA Mandatory Skills: Technical support Engineer-L1/US Voice process/Troubleshooting-Hardware & Networking,1: Actively participates in support of incoming calls • Continuously demonstrates a truly empathetic concern for customer issues2: Leverages exceptional judgement, training resources, and knowledge base to provide consistent solutions to our customers. • Quickly identifies escalations and creates expectation alignment with customers3: Documents issue details, troubleshooting steps, and resolutions with pinpoint level details to reduce repeated troubleshooting steps. • Primary stakeholder to ensure our customers receive prompt support.4: Continuously improve, hone, and develop skills and knowledge that accelerates support and product expertise. • Facilitate field support services to repair products within scope of service.5: Consistently engage with peers, managers, and organizational leaders to provide collaborative solutions.Must Have skills:1 Proficient in US Accent and English Language, both Verbal and written. • Honest, dependable, and full of integrity • Possess a genuine desire to help others2 A track record of self-improvement and growth mindset • Ability to seamlessly adapt to changes quickly3 A demonstrated logical approach to troubleshooting • Consistently maintain a superior level of professionalism4 Ability to work with internal and external stakeholders to achieve exceed expectations and goals • Experience or education from an electronics or information technology background • Understanding and usage of various support tools such as telephony, ticketing platforms, and knowledge basesMinimum QualificationMust have completed B. Sc (Computers/Electronics) / BCA / BBA or equivalent • work experience in the similar set-up like fueling industry, IT support, retail customer support center with trouble shooting experience is a must • Experience with direct customer engagement in a fast-paced customer focused environment • Ability to work in the 24 X7 rotational shift environment and majorly in the US time zone • Ability to work independently with minimal support in Hybrid model. • Ability to multi task and has a good typing speed at least 50 words per min • Should be 100% conversant to listen, understand and respond in US ascent • Document everything and do it with tremendous detail • Be a voracious learner and demonstrate growth.

Job Summary:The Technical Support Engineer will be responsible for delivering remote conference room and audio-visual support for our client. This role involves managing and maintaining video conferencing, audio/visual, and webcasting technologies, ensuring seamless operations for global meetings, events, and webcasts, and providing exceptional support to users and executives.Key ResponsibilitiesAdministrative Services:Assist in scheduling, modifying, and cancelling white glove conferences and webcasts.Manage the associated service Outlook mailbox.Create and analyze performance and usage metrics.Open, update, and resolve service tickets related to AV and webcasting technologies.Monitor and update support queues for current and upcoming AV technologies and webcast incidents.Escalate complex issues to third-level support or manufacturer/vendor support teams.Participate in meetings regarding current and future AV and webcasting systems.Maintain and update training and troubleshooting documentation.Video Call and Webcast Support:Ensure video endpoints are online and operational.Manage incident response during active calls and webcasts.Prepare and support webcast events, including creating event webpages and conducting dry runs.Monitor live webcast events and troubleshoot issues as needed.Report viewer metrics during and after events.Trim, encode, and distribute recorded on-demand copies of webcast sessions.Coordinate technology scheduling to ensure successful meetings.Webcast Video on Demand Services:Create and manage streaming VOD directories for Ford users.Manage user groups and multimedia storage on Ford’s network.Troubleshoot issues related to uploaded VOD content.Assist users with training on new and existing video technologies.Provide streaming metrics and analytics for hosted videos.Commissioning Services:Configure Cisco Video Conferencing Codecs and streaming encoders (e.g., VBrick Rev).Test endpoints and network devices.Review, verify, and backup configuration files to facilitate disaster recovery.Support the commissioning and decommissioning of conference rooms and AV devices.Conduct room testing, certification, and troubleshooting.Application Support:Provide Level 1 and Level 2 support for applications including MS Teams, Miro, Vbrick, and other agreed-upon platforms.Collaborate with Product Engineers to resolve application issues.Escalate critical issues to Level 3 engineering.Assist users with application usage and remote training.Manage support tickets within Ford’s ticketing system.Administer access requests and maintain support documentation.Qualifications:Proven experience in AV support, video conferencing, and webcast management.Familiarity with Cisco Video Codecs, VBrick Rev, and related AV/IT infrastructure.Strong troubleshooting and customer service skills.Ability to manage multiple priorities in a fast-paced environment.Excellent communication skills, both written and verbal.Experience with ticketing systems and documentation management.Preferred Skills:Knowledge of webcast and streaming platforms.Experience with AV commissioning and room setup.Ability to train end-users on AV technologies.

Job Summary:The Technical Support Engineer will be responsible for delivering remote conference room and audio-visual support for our client. This role involves managing and maintaining video conferencing, audio/visual, and webcasting technologies, ensuring seamless operations for global meetings, events, and webcasts, and providing exceptional support to users and executives.Key ResponsibilitiesAdministrative Services:Assist in scheduling, modifying, and cancelling white glove conferences and webcasts.Manage the associated service Outlook mailbox.Create and analyze performance and usage metrics.Open, update, and resolve service tickets related to AV and webcasting technologies.Monitor and update support queues for current and upcoming AV technologies and webcast incidents.Escalate complex issues to third-level support or manufacturer/vendor support teams.Participate in meetings regarding current and future AV and webcasting systems.Maintain and update training and troubleshooting documentation.Video Call and Webcast Support:Ensure video endpoints are online and operational.Manage incident response during active calls and webcasts.Prepare and support webcast events, including creating event webpages and conducting dry runs.Monitor live webcast events and troubleshoot issues as needed.Report viewer metrics during and after events.Trim, encode, and distribute recorded on-demand copies of webcast sessions.Coordinate technology scheduling to ensure successful meetings.Webcast Video on Demand Services:Create and manage streaming VOD directories for Ford users.Manage user groups and multimedia storage on Ford’s network.Troubleshoot issues related to uploaded VOD content.Assist users with training on new and existing video technologies.Provide streaming metrics and analytics for hosted videos.Commissioning Services:Configure Cisco Video Conferencing Codecs and streaming encoders (e.g., VBrick Rev).Test endpoints and network devices.Review, verify, and backup configuration files to facilitate disaster recovery.Support the commissioning and decommissioning of conference rooms and AV devices.Conduct room testing, certification, and troubleshooting.Application Support:Provide Level 1 and Level 2 support for applications including MS Teams, Miro, Vbrick, and other agreed-upon platforms.Collaborate with Product Engineers to resolve application issues.Escalate critical issues to Level 3 engineering.Assist users with application usage and remote training.Manage support tickets within Ford’s ticketing system.Administer access requests and maintain support documentation.Qualifications:Proven experience in AV support, video conferencing, and webcast management.Familiarity with Cisco Video Codecs, VBrick Rev, and related AV/IT infrastructure.Strong troubleshooting and customer service skills.Ability to manage multiple priorities in a fast-paced environment.Excellent communication skills, both written and verbal.Experience with ticketing systems and documentation management.Preferred Skills:Knowledge of webcast and streaming platforms.Experience with AV commissioning and room setup.Ability to train end-users on AV technologies.

• Lead and manage a team of technical support engineers, providing guidance, training, and performance feedback.
• Oversee the daily operations of the technical support department, ensuring service level agreements (SLAs) are met.
• Develop and implement effective customer support processes and procedures.
• Handle escalated customer technical issues, providing advanced troubleshooting and resolution.
• Monitor support ticket queues, ensuring prompt response and resolution times.
• Train support staff on new products, technologies, and support best practices.
• Maintain a comprehensive knowledge base of common issues and solutions.
• Collaborate with engineering and product development teams to identify and resolve product defects.
• Analyze support metrics and identify trends to drive improvements in product quality and support efficiency.
• Ensure a high level of customer satisfaction through proactive communication and effective problem-solving.
• Manage the scheduling and staffing of the support team.
• Contribute to the continuous improvement of customer support tools and technologies.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in technical support or helpdesk roles, with at least 2 years in a leadership or supervisory capacity.
• Strong knowledge of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
• Proven experience with CRM and ticketing systems (e.g., Zendesk, ServiceNow).
• Excellent troubleshooting and problem-solving skills.
• Exceptional customer service and communication skills.
• Demonstrated leadership and team management abilities.
• Ability to work under pressure and manage multiple priorities effectively.
• Experience in developing and documenting support processes.
• A proactive and customer-centric approach to problem-solving.