6,815 Support Services jobs in India
CCIE Network Security with Service Provider
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Job Description
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Consumer/Technical Support Services
Posted today
Job Viewed
Job Description
Role - Consumer/Technical Support Services for Small Office Home Office Segment
Job Description:
• To deliver high quality first line support for consumers/End user support.
• Responsible for Account Management/Application Support
Qualification:
- B.Sc./BCA/B.Com/BA
- B.E./B.Tech
- No standing arrears
- 2023 pass outs
Skill Set:
- Excellent English communication.
- Basic knowledge in Hardware, Networking and Operating Systems. (Can be trained)
- Ability to solve technical queries related to Networking and Connectivity Issues. (Can be trained)
- Practical approach towards Problem Solving.
- Ready to work in Night Shifts.
Salary Package:CTC- 2.22L
Senior Manager - Technical Support Services
Posted today
Job Viewed
Job Description
POSITION DETAILS
Working Hours: 6:00pm IST - 3:00am IST (9 hours shifts, 5 days a week)
Team Management Breakdown: 65% Team Management/Development, 30%
Reporting/Administration, & 5% Stakeholder management
POSITION SUMMARY
The Senior Manager of Technical Support Services is responsible for supporting and empowering a
team of Technical Support Agents across multiple groups to provide an excellent customer
experience by troubleshooting and resolving customer issues. In this role, you are accountable for
supervising your team and ensuring quality customer experience and accurate ticket resolution. You
will be empowered to leverage Pro-Vigil’s ticketing platform and analytics platform to manage ticket
assignment, resolution metrics, and will perform ticket audits to ensure efficient and effective
customer resolution. In addition to this role, will be expected to identify team member development
and training opportunities through direct and daily mentoring. You will also serve as a key conduit of
communication for other groups such as project management, customer Success, production, and
engineering.
ESSENTIAL FUNCTIONS
Responsibilities:
● Oversee the day-to-day technical support operations, supervising a team responsible for
resolving daily remote support tickets.
● Oversee the day-to-day field call center support operations, supervising a team responsible
for support and quality of solves for field technicians.
● Demonstrate a consistent commitment to customer experience through effective ticket
resolution.
● Orchestrate daily effective ticket assignment, delegation, and appropriate escalation.
● Orchestrate daily effective staffing can queue/call management.
● Predict and proactively anticipate customer needs.
● Work with internal teams to ensure complex and/or escalated issues are resolved.
● Proactively seek out customer feedback and insights, providing recommendations to the
leadership team.
● Build productive relationships built on trust, patience, and results with internal staff &
customers.
● Evaluate problems and provide applicable solutions to meet macro and micro-outcomes.
● Seek to overcome challenges and accept failure as an opportunity for improvement.
● Exercise strong analytical skills to collect, articulate, explain, and evaluate measurables.
● Coordinates and schedules large-scale software and hardware releases.
● Provide data and reporting of KPI’s and trends to Management in ad-hoc, weekly, monthly
and as needed.
Support Team Leadership
● Set a clear team schedule, goals, and expectations.
● Manage timesheets, time-off requests, and capacity of the team.
● Delegate tasks and set deadlines.
● Conduct One-On-Ones
● Utilize our ticketing platform to manage team performance and report on metrics.
● Perform regular ticket audits to recognize success and identify opportunities for
improvement.
● Participate in the interview process to vet qualified team members.
● Identify and resolve problems promptly. Gather and analyze information and develop
alternative solutions.
● Listen to team members’ feedback and resolve issues or conflicts in a timely manner.
● Ability to make critical decisions while following company procedures.
● Ability to accept responsibility and account for own actions.
● Display original thinking and creativity.
● Develop innovative approaches and ideas and generate suggestions for improving work.
● Review outcomes to promote successful behaviors and provide feedback opportunities for
growth.
● Identify team member development needs and coach accordingly.
● Provide new hire training and participate in 90 Day Introductory Evaluations.
● Recognize high performance and reward accomplishments.
Technical Prowess
In order to effectively lead and coach your Support Team, the following technical skills and
experiences are voluntary but will assist in your success. The technology across our platform vary but
are concentrated on hardware, software, and networking topics including. For example:
● Remote desktop support
● Desktop applications
● Enterprise level network architecture
● Complex LAN/WAN environments
● VPN technologies (L2TP, IPsec, OpenVPN, etc.)
● Network security (Cisco, SonicWall, Cradlepoint, etc.)
● Virtualization technologies (VMWare, Hyper-V, etc.)
● Various operating systems (Linux, MacOS, Windows)
● Security protocols (HTTPS, TLS/SSL, AES, etc.)
● Network protocols (TCP/IP, LDAP, Domain, DHCP, DNS, etc.)
● Networking and configurations (Switching, routing, firewalls, etc.)
● Web technologies (XML, HTML, CSS)
● Cloud Services (Amazon Web Services, Azure, Private Cloud, etc.)
● Ticketing Systems (ServiceNOW, Zendesk, Connectwise Manage, Remedy, etc.)
SKILLS & ABILITIES
Education & Experience:
● 8+ years’ experience in a technical support, helpdesk, or network support management.
● 3+ years’ working for a technology service provider, security vendor, or similar business.
● 2+ years’ experience managing staff of more than 50 people.
● Preferred certifications include CompTIA Linux+, Network+, CCNA but are not required.
● Bachelor’s Degree preferred, or equivalent combination of education, training, and
experience.
About Pro-Vigil:
With over 30 years of experience, Pro-Vigil is a leader in surveillance and vigilance solutions. Headquartered in San Antonio, Texas, we serve over 2000 clients globally, with a strong presence in India and US. Our innovative technology, combined with customer-centric solutions, empowers businesses with smarter decisions and enhanced visibility.
Senior Manager - Technical Support Services
Posted today
Job Viewed
Job Description
Working Hours: 6:00pm IST - 3:00am IST (9 hours shifts, 5 days a week)
Team Management Breakdown: 65% Team Management/Development, 30%
Reporting/Administration, & 5% Stakeholder management
POSITION SUMMARY
The Senior Manager of Technical Support Services is responsible for supporting and empowering a
team of Technical Support Agents across multiple groups to provide an excellent customer
experience by troubleshooting and resolving customer issues. In this role, you are accountable for
supervising your team and ensuring quality customer experience and accurate ticket resolution. You
will be empowered to leverage Pro-Vigil’s ticketing platform and analytics platform to manage ticket
assignment, resolution metrics, and will perform ticket audits to ensure efficient and effective
customer resolution. In addition to this role, will be expected to identify team member development
and training opportunities through direct and daily mentoring. You will also serve as a key conduit of
communication for other groups such as project management, customer Success, production, and
engineering.
ESSENTIAL FUNCTIONS
Responsibilities:
● Oversee the day-to-day technical support operations, supervising a team responsible for
resolving daily remote support tickets.
● Oversee the day-to-day field call center support operations, supervising a team responsible
for support and quality of solves for field technicians.
● Demonstrate a consistent commitment to customer experience through effective ticket
resolution.
● Orchestrate daily effective ticket assignment, delegation, and appropriate escalation.
● Orchestrate daily effective staffing can queue/call management.
● Predict and proactively anticipate customer needs.
● Work with internal teams to ensure complex and/or escalated issues are resolved.
● Proactively seek out customer feedback and insights, providing recommendations to the
leadership team.
● Build productive relationships built on trust, patience, and results with internal staff &
customers.
● Evaluate problems and provide applicable solutions to meet macro and micro-outcomes.
● Seek to overcome challenges and accept failure as an opportunity for improvement.
● Exercise strong analytical skills to collect, articulate, explain, and evaluate measurables.
● Coordinates and schedules large-scale software and hardware releases.
● Provide data and reporting of KPI’s and trends to Management in ad-hoc, weekly, monthly
and as needed.
Support Team Leadership
● Set a clear team schedule, goals, and expectations.
● Manage timesheets, time-off requests, and capacity of the team.
● Delegate tasks and set deadlines.
● Conduct One-On-Ones
● Utilize our ticketing platform to manage team performance and report on metrics.
● Perform regular ticket audits to recognize success and identify opportunities for
improvement.
● Participate in the interview process to vet qualified team members.
● Identify and resolve problems promptly. Gather and analyze information and develop
alternative solutions.
● Listen to team members’ feedback and resolve issues or conflicts in a timely manner.
● Ability to make critical decisions while following company procedures.
● Ability to accept responsibility and account for own actions.
● Display original thinking and creativity.
● Develop innovative approaches and ideas and generate suggestions for improving work.
● Review outcomes to promote successful behaviors and provide feedback opportunities for
growth.
● Identify team member development needs and coach accordingly.
● Provide new hire training and participate in 90 Day Introductory Evaluations.
● Recognize high performance and reward accomplishments.
Technical Prowess
In order to effectively lead and coach your Support Team, the following technical skills and
experiences are voluntary but will assist in your success. The technology across our platform vary but
are concentrated on hardware, software, and networking topics including. For example:
● Remote desktop support
● Desktop applications
● Enterprise level network architecture
● Complex LAN/WAN environments
● VPN technologies (L2TP, IPsec, OpenVPN, etc.)
● Network security (Cisco, SonicWall, Cradlepoint, etc.)
● Virtualization technologies (VMWare, Hyper-V, etc.)
● Various operating systems (Linux, MacOS, Windows)
● Security protocols (HTTPS, TLS/SSL, AES, etc.)
● Network protocols (TCP/IP, LDAP, Domain, DHCP, DNS, etc.)
● Networking and configurations (Switching, routing, firewalls, etc.)
● Web technologies (XML, HTML, CSS)
● Cloud Services (Amazon Web Services, Azure, Private Cloud, etc.)
● Ticketing Systems (ServiceNOW, Zendesk, Connectwise Manage, Remedy, etc.)
SKILLS & ABILITIES
Education & Experience:
● 8+ years’ experience in a technical support, helpdesk, or network support management.
● 3+ years’ working for a technology service provider, security vendor, or similar business.
● 2+ years’ experience managing staff of more than 50 people.
● Preferred certifications include CompTIA Linux+, Network+, CCNA but are not required.
● Bachelor’s Degree preferred, or equivalent combination of education, training, and
experience.
About Pro-Vigil:
With over 30 years of experience, Pro-Vigil is a leader in surveillance and vigilance solutions. Headquartered in San Antonio, Texas, we serve over 2000 clients globally, with a strong presence in India and US. Our innovative technology, combined with customer-centric solutions, empowers businesses with smarter decisions and enhanced visibility.
Senior Manager - Technical Support Services
Posted today
Job Viewed
Job Description
POSITION DETAILS
Working Hours: 6:00pm IST - 3:00am IST (9 hours shifts, 5 days a week)
Team Management Breakdown: 65% Team Management/Development, 30%
Reporting/Administration, & 5% Stakeholder management
POSITION SUMMARY
The Senior Manager of Technical Support Services is responsible for supporting and empowering a
team of Technical Support Agents across multiple groups to provide an excellent customer
experience by troubleshooting and resolving customer issues. In this role, you are accountable for
supervising your team and ensuring quality customer experience and accurate ticket resolution. You
will be empowered to leverage Pro-Vigil’s ticketing platform and analytics platform to manage ticket
assignment, resolution metrics, and will perform ticket audits to ensure efficient and effective
customer resolution. In addition to this role, will be expected to identify team member development
and training opportunities through direct and daily mentoring. You will also serve as a key conduit of
communication for other groups such as project management, customer Success, production, and
engineering.
ESSENTIAL FUNCTIONS
Responsibilities:
● Oversee the day-to-day technical support operations, supervising a team responsible for
resolving daily remote support tickets.
● Oversee the day-to-day field call center support operations, supervising a team responsible
for support and quality of solves for field technicians.
● Demonstrate a consistent commitment to customer experience through effective ticket
resolution.
● Orchestrate daily effective ticket assignment, delegation, and appropriate escalation.
● Orchestrate daily effective staffing can queue/call management.
● Predict and proactively anticipate customer needs.
● Work with internal teams to ensure complex and/or escalated issues are resolved.
● Proactively seek out customer feedback and insights, providing recommendations to the
leadership team.
● Build productive relationships built on trust, patience, and results with internal staff &
customers.
● Evaluate problems and provide applicable solutions to meet macro and micro-outcomes.
● Seek to overcome challenges and accept failure as an opportunity for improvement.
● Exercise strong analytical skills to collect, articulate, explain, and evaluate measurables.
● Coordinates and schedules large-scale software and hardware releases.
● Provide data and reporting of KPI’s and trends to Management in ad-hoc, weekly, monthly
and as needed.
Support Team Leadership
● Set a clear team schedule, goals, and expectations.
● Manage timesheets, time-off requests, and capacity of the team.
● Delegate tasks and set deadlines.
● Conduct One-On-Ones
● Utilize our ticketing platform to manage team performance and report on metrics.
● Perform regular ticket audits to recognize success and identify opportunities for
improvement.
● Participate in the interview process to vet qualified team members.
● Identify and resolve problems promptly. Gather and analyze information and develop
alternative solutions.
● Listen to team members’ feedback and resolve issues or conflicts in a timely manner.
● Ability to make critical decisions while following company procedures.
● Ability to accept responsibility and account for own actions.
● Display original thinking and creativity.
● Develop innovative approaches and ideas and generate suggestions for improving work.
● Review outcomes to promote successful behaviors and provide feedback opportunities for
growth.
● Identify team member development needs and coach accordingly.
● Provide new hire training and participate in 90 Day Introductory Evaluations.
● Recognize high performance and reward accomplishments.
Technical Prowess
In order to effectively lead and coach your Support Team, the following technical skills and
experiences are voluntary but will assist in your success. The technology across our platform vary but
are concentrated on hardware, software, and networking topics including. For example:
● Remote desktop support
● Desktop applications
● Enterprise level network architecture
● Complex LAN/WAN environments
● VPN technologies (L2TP, IPsec, OpenVPN, etc.)
● Network security (Cisco, SonicWall, Cradlepoint, etc.)
● Virtualization technologies (VMWare, Hyper-V, etc.)
● Various operating systems (Linux, MacOS, Windows)
● Security protocols (HTTPS, TLS/SSL, AES, etc.)
● Network protocols (TCP/IP, LDAP, Domain, DHCP, DNS, etc.)
● Networking and configurations (Switching, routing, firewalls, etc.)
● Web technologies (XML, HTML, CSS)
● Cloud Services (Amazon Web Services, Azure, Private Cloud, etc.)
● Ticketing Systems (ServiceNOW, Zendesk, Connectwise Manage, Remedy, etc.)
SKILLS & ABILITIES
Education & Experience:
● 8+ years’ experience in a technical support, helpdesk, or network support management.
● 3+ years’ working for a technology service provider, security vendor, or similar business.
● 2+ years’ experience managing staff of more than 50 people.
● Preferred certifications include CompTIA Linux+, Network+, CCNA but are not required.
● Bachelor’s Degree preferred, or equivalent combination of education, training, and
experience.
About Pro-Vigil:
With over 30 years of experience, Pro-Vigil is a leader in surveillance and vigilance solutions. Headquartered in San Antonio, Texas, we serve over 2000 clients globally, with a strong presence in India and US. Our innovative technology, combined with customer-centric solutions, empowers businesses with smarter decisions and enhanced visibility.
Senior Manager - Technical Support Services
Posted 11 days ago
Job Viewed
Job Description
POSITION DETAILS
Working Hours: 6:00pm IST - 3:00am IST (9 hours shifts, 5 days a week)
Team Management Breakdown: 65% Team Management/Development, 30%
Reporting/Administration, & 5% Stakeholder management
POSITION SUMMARY
The Senior Manager of Technical Support Services is responsible for supporting and empowering a
team of Technical Support Agents across multiple groups to provide an excellent customer
experience by troubleshooting and resolving customer issues. In this role, you are accountable for
supervising your team and ensuring quality customer experience and accurate ticket resolution. You
will be empowered to leverage Pro-Vigil’s ticketing platform and analytics platform to manage ticket
assignment, resolution metrics, and will perform ticket audits to ensure efficient and effective
customer resolution. In addition to this role, will be expected to identify team member development
and training opportunities through direct and daily mentoring. You will also serve as a key conduit of
communication for other groups such as project management, customer Success, production, and
engineering.
ESSENTIAL FUNCTIONS
Responsibilities:
● Oversee the day-to-day technical support operations, supervising a team responsible for
resolving daily remote support tickets.
● Oversee the day-to-day field call center support operations, supervising a team responsible
for support and quality of solves for field technicians.
● Demonstrate a consistent commitment to customer experience through effective ticket
resolution.
● Orchestrate daily effective ticket assignment, delegation, and appropriate escalation.
● Orchestrate daily effective staffing can queue/call management.
● Predict and proactively anticipate customer needs.
● Work with internal teams to ensure complex and/or escalated issues are resolved.
● Proactively seek out customer feedback and insights, providing recommendations to the
leadership team.
● Build productive relationships built on trust, patience, and results with internal staff &
customers.
● Evaluate problems and provide applicable solutions to meet macro and micro-outcomes.
● Seek to overcome challenges and accept failure as an opportunity for improvement.
● Exercise strong analytical skills to collect, articulate, explain, and evaluate measurables.
● Coordinates and schedules large-scale software and hardware releases.
● Provide data and reporting of KPI’s and trends to Management in ad-hoc, weekly, monthly
and as needed.
Support Team Leadership
● Set a clear team schedule, goals, and expectations.
● Manage timesheets, time-off requests, and capacity of the team.
● Delegate tasks and set deadlines.
● Conduct One-On-Ones
● Utilize our ticketing platform to manage team performance and report on metrics.
● Perform regular ticket audits to recognize success and identify opportunities for
improvement.
● Participate in the interview process to vet qualified team members.
● Identify and resolve problems promptly. Gather and analyze information and develop
alternative solutions.
● Listen to team members’ feedback and resolve issues or conflicts in a timely manner.
● Ability to make critical decisions while following company procedures.
● Ability to accept responsibility and account for own actions.
● Display original thinking and creativity.
● Develop innovative approaches and ideas and generate suggestions for improving work.
● Review outcomes to promote successful behaviors and provide feedback opportunities for
growth.
● Identify team member development needs and coach accordingly.
● Provide new hire training and participate in 90 Day Introductory Evaluations.
● Recognize high performance and reward accomplishments.
Technical Prowess
In order to effectively lead and coach your Support Team, the following technical skills and
experiences are voluntary but will assist in your success. The technology across our platform vary but
are concentrated on hardware, software, and networking topics including. For example:
● Remote desktop support
● Desktop applications
● Enterprise level network architecture
● Complex LAN/WAN environments
● VPN technologies (L2TP, IPsec, OpenVPN, etc.)
● Network security (Cisco, SonicWall, Cradlepoint, etc.)
● Virtualization technologies (VMWare, Hyper-V, etc.)
● Various operating systems (Linux, MacOS, Windows)
● Security protocols (HTTPS, TLS/SSL, AES, etc.)
● Network protocols (TCP/IP, LDAP, Domain, DHCP, DNS, etc.)
● Networking and configurations (Switching, routing, firewalls, etc.)
● Web technologies (XML, HTML, CSS)
● Cloud Services (Amazon Web Services, Azure, Private Cloud, etc.)
● Ticketing Systems (ServiceNOW, Zendesk, Connectwise Manage, Remedy, etc.)
SKILLS & ABILITIES
Education & Experience:
● 8+ years’ experience in a technical support, helpdesk, or network support management.
● 3+ years’ working for a technology service provider, security vendor, or similar business.
● 2+ years’ experience managing staff of more than 50 people.
● Preferred certifications include CompTIA Linux+, Network+, CCNA but are not required.
● Bachelor’s Degree preferred, or equivalent combination of education, training, and
experience.
About Pro-Vigil:
With over 30 years of experience, Pro-Vigil is a leader in surveillance and vigilance solutions. Headquartered in San Antonio, Texas, we serve over 2000 clients globally, with a strong presence in India and US. Our innovative technology, combined with customer-centric solutions, empowers businesses with smarter decisions and enhanced visibility.
Senior Manager - Technical Support Services
Posted today
Job Viewed
Job Description
POSITION DETAILS
Working Hours: 6:00pm IST - 3:00am IST (9 hours shifts, 5 days a week)
Team Management Breakdown: 65% Team Management/Development, 30%
Reporting/Administration, & 5% Stakeholder management
POSITION SUMMARY
The Senior Manager of Technical Support Services is responsible for supporting and empowering a
team of Technical Support Agents across multiple groups to provide an excellent customer
experience by troubleshooting and resolving customer issues. In this role, you are accountable for
supervising your team and ensuring quality customer experience and accurate ticket resolution. You
will be empowered to leverage Pro-Vigil’s ticketing platform and analytics platform to manage ticket
assignment, resolution metrics, and will perform ticket audits to ensure efficient and effective
customer resolution. In addition to this role, will be expected to identify team member development
and training opportunities through direct and daily mentoring. You will also serve as a key conduit of
communication for other groups such as project management, customer Success, production, and
engineering.
ESSENTIAL FUNCTIONS
Responsibilities:
● Oversee the day-to-day technical support operations, supervising a team responsible for
resolving daily remote support tickets.
● Oversee the day-to-day field call center support operations, supervising a team responsible
for support and quality of solves for field technicians.
● Demonstrate a consistent commitment to customer experience through effective ticket
resolution.
● Orchestrate daily effective ticket assignment, delegation, and appropriate escalation.
● Orchestrate daily effective staffing can queue/call management.
● Predict and proactively anticipate customer needs.
● Work with internal teams to ensure complex and/or escalated issues are resolved.
● Proactively seek out customer feedback and insights, providing recommendations to the
leadership team.
● Build productive relationships built on trust, patience, and results with internal staff &
customers.
● Evaluate problems and provide applicable solutions to meet macro and micro-outcomes.
● Seek to overcome challenges and accept failure as an opportunity for improvement.
● Exercise strong analytical skills to collect, articulate, explain, and evaluate measurables.
● Coordinates and schedules large-scale software and hardware releases.
● Provide data and reporting of KPI’s and trends to Management in ad-hoc, weekly, monthly
and as needed.
Support Team Leadership
● Set a clear team schedule, goals, and expectations.
● Manage timesheets, time-off requests, and capacity of the team.
● Delegate tasks and set deadlines.
● Conduct One-On-Ones
● Utilize our ticketing platform to manage team performance and report on metrics.
● Perform regular ticket audits to recognize success and identify opportunities for
improvement.
● Participate in the interview process to vet qualified team members.
● Identify and resolve problems promptly. Gather and analyze information and develop
alternative solutions.
● Listen to team members’ feedback and resolve issues or conflicts in a timely manner.
● Ability to make critical decisions while following company procedures.
● Ability to accept responsibility and account for own actions.
● Display original thinking and creativity.
● Develop innovative approaches and ideas and generate suggestions for improving work.
● Review outcomes to promote successful behaviors and provide feedback opportunities for
growth.
● Identify team member development needs and coach accordingly.
● Provide new hire training and participate in 90 Day Introductory Evaluations.
● Recognize high performance and reward accomplishments.
Technical Prowess
In order to effectively lead and coach your Support Team, the following technical skills and
experiences are voluntary but will assist in your success. The technology across our platform vary but
are concentrated on hardware, software, and networking topics including. For example:
● Remote desktop support
● Desktop applications
● Enterprise level network architecture
● Complex LAN/WAN environments
● VPN technologies (L2TP, IPsec, OpenVPN, etc.)
● Network security (Cisco, SonicWall, Cradlepoint, etc.)
● Virtualization technologies (VMWare, Hyper-V, etc.)
● Various operating systems (Linux, MacOS, Windows)
● Security protocols (HTTPS, TLS/SSL, AES, etc.)
● Network protocols (TCP/IP, LDAP, Domain, DHCP, DNS, etc.)
● Networking and configurations (Switching, routing, firewalls, etc.)
● Web technologies (XML, HTML, CSS)
● Cloud Services (Amazon Web Services, Azure, Private Cloud, etc.)
● Ticketing Systems (ServiceNOW, Zendesk, Connectwise Manage, Remedy, etc.)
SKILLS & ABILITIES
Education & Experience:
● 8+ years’ experience in a technical support, helpdesk, or network support management.
● 3+ years’ working for a technology service provider, security vendor, or similar business.
● 2+ years’ experience managing staff of more than 50 people.
● Preferred certifications include CompTIA Linux+, Network+, CCNA but are not required.
● Bachelor’s Degree preferred, or equivalent combination of education, training, and
experience.
About Pro-Vigil:
With over 30 years of experience, Pro-Vigil is a leader in surveillance and vigilance solutions. Headquartered in San Antonio, Texas, we serve over 2000 clients globally, with a strong presence in India and US. Our innovative technology, combined with customer-centric solutions, empowers businesses with smarter decisions and enhanced visibility.
IT Support Services Analyst
Posted 4 days ago
Job Viewed
Job Description
Company: Norstella
Location: Remote Bangalore, India
Date Posted: Jul 22, 2025
Employment Type: Full Time
Job ID: R-1347
**Description**
**About Norstella**
At Norstella, our mission is simple: to help our clients bring life-saving therapies to market quicker-and help patients in need.
Founded in 2022, but with history going back to 1939, Norstella unites best-in-class brands to help clients navigate the complexities at each step of the drug development life cycle -and get the right treatments to the right patients at the right time.
Each organization (Citeline, Evaluate, MMIT, Panalgo, The Dedham Group) delivers must-have answers for critical strategic and commercial decision-making. Together, via our market-leading brands, we help our clients:
+ Citeline - accelerate the drug development cycle
+ Evaluate - bring the right drugs to market
+ MMIT - identify barrier to patient access
+ Panalgo - turn data into insight faster
+ The Dedham Group - think strategically for specialty therapeutics
By combining the efforts of each organization under Norstella, we can offer an even wider breadth of expertise, cutting-edge data solutions and expert advisory services alongside advanced technologies such as real-world data, machine learning and predictive analytics. As one of the largest global pharma intelligence solution providers, Norstella has a footprint across the globe with teams of experts delivering world class solutions in the USA, UK, The Netherlands, Japan, China and India.
**The Role:**
We are looking for a proactive Technology Enthusiast to join us as a Service Desk Analyst for Bangalore. You will provide first-line support, utilizing your expertise in Active Directory Management, O365 admin console management, and Incident, Request, and Access management. A passion for technology, excellent analytical skills, and the ability to thrive in a cross-cultural environment are key attributes we seek. If you are curious, driven, and eager to explore new possibilities, we'd love to talk to you about this exciting opportunity.
**Responsibilities:**
+ Associate degree or bachelor's degree in computer or Equivalent combinations of education, work experience, and certification will be considered.
+ Minimum 2 years' experience of working in a support/service capacity; preferably global IT organization underlined by respective training certificates, but not mandatory.
+ Knowledge of ITIL best practices (ITIL Foundations certification preferred but not mandatory.
+ Experience in IT Service Management process and tools or experience.
+ Flexible individual capable of dealing with the typical tensions that arise within an IT service environment; confident & customer focused; good problem-solving skills with the ability to follow written and verbal instructions.
+ Proven troubleshooting skills within a support environment including a strong commitment towards incident resolution, and solid understanding of foundational IT technical issues and relationships.
+ Experience in building, managing, and maintaining a knowledge base containing policies, procedures, documentation, and knowledge base articles related to the Service Desk and the IT Service Management team
+ Basic understanding in computer operating systems, security and office automation software, including Microsoft Windows 10, Windows 11, Active Directory, VPN, Exchange, Salesforce, Teams, Outlook, Word, Excel, PowerPoint, Lucid Chart, Intune, Remote Management tool and Microsoft Office 365.
**Requirement:**
+ Provide service desk support (Voice, Chat and email) to clients, accurately defining and resolving issues based on deep product knowledge.
+ You will be instrumental in helping users resolve issues with hardware, software, connectivity, and product specific incidents or work requests.
+ You will provide real time ticket entry and effective communications between customers and subject matter experts. You will provision hardware and software, maintaining audit controls and compliance tracking.
+ Provide 1st level support to resolve IT problems across the organization (i.e. workstations, mobile computers, printers, peripherals, desk phones, application access, VPN, etc.) and answer the Service Desk phones
+ Install/uninstall, troubleshoot, data recovery, access and maintain applications,
+ Provide one-on-one end-user problem resolution, performing various IT support function such as creating, activating, disabling, and unlocking user accounts, network and application password resets, etc.
**Hours of Work**
+ **40 h/week - 24*7**
+ **Hybrid-Work location Bangalore** -CoWorks space, on Residency Road, Bangalore. The address is COWRKS 135/1, Purva Premiere, Residency Road, Ward No: 76, Bangalore, KARNATAKA - 560025, India.
**Benefits:**
+ Health Insurance
+ Provident Fund
+ Reimbursement of Certification Expenses
+ Gratuity
+ 24x7 Health Desk
**The guiding principles for success at Norstella:**
**01: Bold, Passionate, Mission-First**
We have a lofty mission to Smooth Access to Life Saving Therapies and we will get there by being bold and passionate about the mission and our clients. Our clients and the mission in what we are trying to accomplish must be in the forefront of our minds in everything we do.
**02: Integrity, Truth, Reality**
We make promises that we can keep, and goals that push us to new heights. Our integrity offers us the opportunity to learn and improve by being honest about what works and what doesn't. By being true to the data and producing realistic metrics, we are able to create plans and resources to achieve our goals.
**03: Kindness, Empathy, Grace**
We will empathize with everyone's situation, provide positive and constructive feedback with kindness, and accept opportunities for improvement with grace and gratitude. We use this principle across the organization to collaborate and build lines of open communication.
**04: Resilience, Mettle, Perseverance**
We will persevere - even in difficult and challenging situations. Our ability to recover from missteps and failures in a positive way will help us to be successful in our mission.
**05: Humility, Gratitude, Learning**
We will be true learners by showing humility and gratitude in our work. We recognize that the smartest person in the room is the one who is always listening, learning, and willing to shift their thinking.
_Norstella is an equal opportunities employer and does not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, color, nationality, ethnic or national origin, religion or belief, disability or age. Our ethos is to respect and value people's differences, to help everyone achieve more at work as well as in their personal lives so that they feel proud of the part they play in our success. We believe that all decisions about people at work should be based on the individual's abilities, skills, performance and behavior and our business requirements. Norstella operates a zero tolerance policy to any form of discrimination, abuse or harassment._
_Sometimes the best opportunities are hidden by self-doubt. We disqualify ourselves before we have the opportunity to be considered. Regardless of where you came from, how you identify, or the path that led you here- you are welcome. If you read this job description and feel passion and excitement, we're just as excited about you._
Norstella is an equal opportunity employer. All job applicants will receive equal treatment regardless of race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, physical or mental disability or handicap, medical condition, sex (including pregnancy and pregnancy-related conditions), marital or domestic partner status, military or veteran status, gender, gender identity or expression, sexual orientation, genetic information, reproductive health decision making, or any other protected characteristic as established by federal, state, or local law.
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Director of Support Services
Posted today
Job Viewed
Job Description
Director of Support Services
Location: Vishakapatnam. WFO. Salary upto 70 LPA.
POSITION DETAILS
Working Hours: 5:00pm IST - 3:00am IST (9 hours shifts, 5 days a week)
Team Management Breakdown: 65% Team Management/Development, 30% Reporting/Administration, & 5% Stakeholder management
POSITION SUMMARY
The Senior Manager of Support Services is responsible for supporting and empowering a team of Technical Support Agents across multiple groups to provide an excellent customer experience by troubleshooting and resolving customer issues. In this role, you are accountable for supervising your team and ensuring quality customer experience and accurate ticket resolution. You will be empowered to leverage ticketing platform and analytics platform to manage ticket assignment, resolution metrics, and will perform ticket audits to ensure efficient and effective customer resolution. In addition to this role, will be expected to identify team member development and training opportunities through direct and daily mentoring. You will also serve as a key conduit of communication for other groups such as project management, customer Success, production, and engineering.
ESSENTIAL FUNCTIONS
Responsibilities:
- Oversee the day-to-day technical support operations, supervising a team responsible for resolving daily tickets.
- Demonstrate a consistent commitment to customer experience through effective ticket resolution.
- Orchestrate daily effective ticket assignment, delegation, and appropriate escalation.
- Predict and proactively anticipate customer needs.
- Work with internal teams to ensure complex and/or escalated issues are resolved.
- Proactively seek out customer feedback and insights, providing recommendations to the leadership team.
- Build productive relationships built on trust, patience, and results with internal staff & customers.
- Evaluate problems and provide applicable solutions to meet macro and micro-outcomes.
- Seek to overcome challenges and accept failure as an opportunity for improvement.
- Exercise strong analytical skills to collect, articulate, explain, and evaluate measurables.
- Coordinates and schedules large-scale software and hardware releases.
- Provide data and reporting of KPI’s and trends to Management in ad-hoc, weekly, monthly and as needed.
Support Team Leadership
- Set a clear team schedule, goals, and expectations.
- Manage timesheets, time-off requests, and capacity of the team.
- Delegate tasks and set deadlines.
- Conduct One-On-Ones
- Utilize our ticketing platform to manage team performance and report on metrics.
- Perform regular ticket audits to recognize success and identify opportunities for improvement.
- Participate in the interview process to vet qualified team members.
- Identify and resolve problems promptly. Gather and analyze information and develop alternative solutions.
- Listen to team members’ feedback and resolve issues or conflicts in a timely manner.
- Ability to make critical decisions while following company procedures.
- Ability to accept responsibility and account for own actions.
- Display original thinking and creativity.
- Develop innovative approaches and ideas and generate suggestions for improving work.
- Review outcomes to promote successful behaviors and provide feedback opportunities for growth.
- Identify team member development needs and coach accordingly.
- Provide new hire training and participate in 90 Day Introductory Evaluations.
- Recognize high performance and reward accomplishments.
Technical Prowess and Skills:
In order to effectively lead and coach your Support Team, the following technical skills and experiences are voluntary but will assist in your success. The technology across our platform vary but are concentrated on hardware, software, and networking topics including. For example:
- Remote desktop support
- Desktop applications
- Enterprise level network architecture
- Complex LAN/WAN environments
- VPN technologies (L2TP, IPsec, OpenVPN, etc.)
- Network security (Cisco, SonicWall, Cradlepoint, etc.)
- Virtualization technologies (VMWare, Hyper-V, etc.)
- Various operating systems (Linux, MacOS, Windows)
- Security protocols (HTTPS, TLS/SSL, AES, etc.)
- Network protocols (TCP/IP, LDAP, Domain, DHCP, DNS, etc.)
- Networking and configurations (Switching, routing, firewalls, etc.)
- Web technologies (XML, HTML, CSS)
- Cloud Services (Amazon Web Services, Azure, Private Cloud, etc.)
- Ticketing Systems (ServiceNOW, Zendesk, Connectwise Manage, Remedy, etc.)
SKILLS & ABILITIES
Education & Experience:
- 8+ years’ experience in a technical support, helpdesk, or network support management.
- 3+ years’ working for a technology service provider, security vendor, or similar business.
- 2+ years’ experience managing staff of more than 50 people.
- Preferred certifications include CompTIA Linux+, Network+, CCNA but are not required.
- Bachelor’s Degree preferred, or equivalent combination of education, training, and experience.
Director of Support Services
Posted today
Job Viewed
Job Description
Location: Vishakapatnam. WFO. Salary upto 70 LPA.
POSITION DETAILS
Working Hours: 5:00pm IST - 3:00am IST (9 hours shifts, 5 days a week)
Team Management Breakdown: 65% Team Management/Development, 30% Reporting/Administration, & 5% Stakeholder management
POSITION SUMMARY
The Senior Manager of Support Services is responsible for supporting and empowering a team of Technical Support Agents across multiple groups to provide an excellent customer experience by troubleshooting and resolving customer issues. In this role, you are accountable for supervising your team and ensuring quality customer experience and accurate ticket resolution. You will be empowered to leverage ticketing platform and analytics platform to manage ticket assignment, resolution metrics, and will perform ticket audits to ensure efficient and effective customer resolution. In addition to this role, will be expected to identify team member development and training opportunities through direct and daily mentoring. You will also serve as a key conduit of communication for other groups such as project management, customer Success, production, and engineering.
ESSENTIAL FUNCTIONS
Responsibilities:
Oversee the day-to-day technical support operations, supervising a team responsible for resolving daily tickets.
Demonstrate a consistent commitment to customer experience through effective ticket resolution.
Orchestrate daily effective ticket assignment, delegation, and appropriate escalation.
Predict and proactively anticipate customer needs.
Work with internal teams to ensure complex and/or escalated issues are resolved.
Proactively seek out customer feedback and insights, providing recommendations to the leadership team.
Build productive relationships built on trust, patience, and results with internal staff & customers.
Evaluate problems and provide applicable solutions to meet macro and micro-outcomes.
Seek to overcome challenges and accept failure as an opportunity for improvement.
Exercise strong analytical skills to collect, articulate, explain, and evaluate measurables.
Coordinates and schedules large-scale software and hardware releases.
Provide data and reporting of KPI’s and trends to Management in ad-hoc, weekly, monthly and as needed.
Support Team Leadership
Set a clear team schedule, goals, and expectations.
Manage timesheets, time-off requests, and capacity of the team.
Delegate tasks and set deadlines.
Conduct One-On-Ones
Utilize our ticketing platform to manage team performance and report on metrics.
Perform regular ticket audits to recognize success and identify opportunities for improvement.
Participate in the interview process to vet qualified team members.
Identify and resolve problems promptly. Gather and analyze information and develop alternative solutions.
Listen to team members’ feedback and resolve issues or conflicts in a timely manner.
Ability to make critical decisions while following company procedures.
Ability to accept responsibility and account for own actions.
Display original thinking and creativity.
Develop innovative approaches and ideas and generate suggestions for improving work.
Review outcomes to promote successful behaviors and provide feedback opportunities for growth.
Identify team member development needs and coach accordingly.
Provide new hire training and participate in 90 Day Introductory Evaluations.
Recognize high performance and reward accomplishments.
Technical Prowess and Skills:
In order to effectively lead and coach your Support Team, the following technical skills and experiences are voluntary but will assist in your success. The technology across our platform vary but are concentrated on hardware, software, and networking topics including. For example:
Remote desktop support
Desktop applications
Enterprise level network architecture
Complex LAN/WAN environments
VPN technologies (L2TP, IPsec, OpenVPN, etc.)
Network security (Cisco, SonicWall, Cradlepoint, etc.)
Virtualization technologies (VMWare, Hyper-V, etc.)
Various operating systems (Linux, MacOS, Windows)
Security protocols (HTTPS, TLS/SSL, AES, etc.)
Network protocols (TCP/IP, LDAP, Domain, DHCP, DNS, etc.)
Networking and configurations (Switching, routing, firewalls, etc.)
Web technologies (XML, HTML, CSS)
Cloud Services (Amazon Web Services, Azure, Private Cloud, etc.)
Ticketing Systems (ServiceNOW, Zendesk, Connectwise Manage, Remedy, etc.)
SKILLS & ABILITIES
Education & Experience:
8+ years’ experience in a technical support, helpdesk, or network support management.
3+ years’ working for a technology service provider, security vendor, or similar business.
2+ years’ experience managing staff of more than 50 people.
Preferred certifications include CompTIA Linux+, Network+, CCNA but are not required.
Bachelor’s Degree preferred, or equivalent combination of education, training, and experience.
Director of Support Services
Posted today
Job Viewed
Job Description
Director of Support Services
Location: Vishakapatnam. WFO. Salary upto 70 LPA.
POSITION DETAILS
Working Hours: 5:00pm IST - 3:00am IST (9 hours shifts, 5 days a week)
Team Management Breakdown: 65% Team Management/Development, 30% Reporting/Administration, & 5% Stakeholder management
POSITION SUMMARY
The Senior Manager of Support Services is responsible for supporting and empowering a team of Technical Support Agents across multiple groups to provide an excellent customer experience by troubleshooting and resolving customer issues. In this role, you are accountable for supervising your team and ensuring quality customer experience and accurate ticket resolution. You will be empowered to leverage ticketing platform and analytics platform to manage ticket assignment, resolution metrics, and will perform ticket audits to ensure efficient and effective customer resolution. In addition to this role, will be expected to identify team member development and training opportunities through direct and daily mentoring. You will also serve as a key conduit of communication for other groups such as project management, customer Success, production, and engineering.
ESSENTIAL FUNCTIONS
Responsibilities:
- Oversee the day-to-day technical support operations, supervising a team responsible for resolving daily tickets.
- Demonstrate a consistent commitment to customer experience through effective ticket resolution.
- Orchestrate daily effective ticket assignment, delegation, and appropriate escalation.
- Predict and proactively anticipate customer needs.
- Work with internal teams to ensure complex and/or escalated issues are resolved.
- Proactively seek out customer feedback and insights, providing recommendations to the leadership team.
- Build productive relationships built on trust, patience, and results with internal staff & customers.
- Evaluate problems and provide applicable solutions to meet macro and micro-outcomes.
- Seek to overcome challenges and accept failure as an opportunity for improvement.
- Exercise strong analytical skills to collect, articulate, explain, and evaluate measurables.
- Coordinates and schedules large-scale software and hardware releases.
- Provide data and reporting of KPI’s and trends to Management in ad-hoc, weekly, monthly and as needed.
Support Team Leadership
- Set a clear team schedule, goals, and expectations.
- Manage timesheets, time-off requests, and capacity of the team.
- Delegate tasks and set deadlines.
- Conduct One-On-Ones
- Utilize our ticketing platform to manage team performance and report on metrics.
- Perform regular ticket audits to recognize success and identify opportunities for improvement.
- Participate in the interview process to vet qualified team members.
- Identify and resolve problems promptly. Gather and analyze information and develop alternative solutions.
- Listen to team members’ feedback and resolve issues or conflicts in a timely manner.
- Ability to make critical decisions while following company procedures.
- Ability to accept responsibility and account for own actions.
- Display original thinking and creativity.
- Develop innovative approaches and ideas and generate suggestions for improving work.
- Review outcomes to promote successful behaviors and provide feedback opportunities for growth.
- Identify team member development needs and coach accordingly.
- Provide new hire training and participate in 90 Day Introductory Evaluations.
- Recognize high performance and reward accomplishments.
Technical Prowess and Skills:
In order to effectively lead and coach your Support Team, the following technical skills and experiences are voluntary but will assist in your success. The technology across our platform vary but are concentrated on hardware, software, and networking topics including. For example:
- Remote desktop support
- Desktop applications
- Enterprise level network architecture
- Complex LAN/WAN environments
- VPN technologies (L2TP, IPsec, OpenVPN, etc.)
- Network security (Cisco, SonicWall, Cradlepoint, etc.)
- Virtualization technologies (VMWare, Hyper-V, etc.)
- Various operating systems (Linux, MacOS, Windows)
- Security protocols (HTTPS, TLS/SSL, AES, etc.)
- Network protocols (TCP/IP, LDAP, Domain, DHCP, DNS, etc.)
- Networking and configurations (Switching, routing, firewalls, etc.)
- Web technologies (XML, HTML, CSS)
- Cloud Services (Amazon Web Services, Azure, Private Cloud, etc.)
- Ticketing Systems (ServiceNOW, Zendesk, Connectwise Manage, Remedy, etc.)
SKILLS & ABILITIES
Education & Experience:
- 8+ years’ experience in a technical support, helpdesk, or network support management.
- 3+ years’ working for a technology service provider, security vendor, or similar business.
- 2+ years’ experience managing staff of more than 50 people.
- Preferred certifications include CompTIA Linux+, Network+, CCNA but are not required.
- Bachelor’s Degree preferred, or equivalent combination of education, training, and experience.