IT Global Support Services Analyst

Location: Bengaluru

At Jacobs, we're challenging today to reinvent tomorrow by solving the world's most critical problems for thriving cities, resilient environments, mission-critical outcomes, operational advancement, scientific discovery and cutting-edge manufacturing, turning abstract ideas into realities that transform the world for good.

Your impact

Global Support Services technician will be responsible for supporting all level 2 incidents/requests/tasks related to the hardware, enterprise's applications, and systems. This includes handling documentation and participating in training that's related to the enterprise's applications and systems. The goal is to maximize customer satisfaction and maximize the up time of the end user/customer in the production environment.

This position is also responsible for working/assisting with other teams in relation to operating within the established applications, endpoints, and systems within the organization. This will help alleviate time consuming tasks that are escalated from the Level 1 Global Service Desks along with other Level 2/Level 3 teams.

Responsibilities

Providing desktop hardware configuration and upgrades, monitoring, software installations, hardware upgrades, imaging, and PC deployment.
Using our Service Now ticketing management system, you'll resolve Service Desk requests and incidents by diagnosing hardware and software problems and installing and configuring standard desktop packages, liaising with third-party maintenance engineers as needed.
Hardware troubleshooting and adhering complete asset lifecycle.
Windows 10 and 11 OS installations and troubleshooting.
Supporting Onboarding and off boarding task on ground in Bangalore office.
Resolve unresolved incidents to development and IT teams according to established procedures
Provide administrative support and expertise for applications/systems related issues
Maintain accountability and ownership of issue/support tickets
Provide closed looped contact with end-users to verify final solution and determine satisfaction level
Research end-user problems to determine root cause
Produce and review documentation to assist the global support team in resolving related incidents
Work closely with the Level 1 Global Service Desks, other Level 2 teams and Level 3 Application/System teams to provide training, documentation and assist with increasing first level resolution
Participate in training required to develop and maintain skills necessary to support end-users and grow professional skills
Maintain a high standard of business and ethical conduct with end-users, vendors and employees
Follow workplace operating and environmental, health and safety procedures and guidelines
Assist in process improvement initiatives
Perform related duties as assigned by management
Contribute and work with Knowledge management.

Here's what you'll need

Proven experience in an IT support role, involving extensive customer support, both remote and in-person
Full understanding of Windows Environment and extensive experience with MS Office Suite
A+ Certification
Bachelor's Degree is preferred or equivalent experience.
Service Now or related ticketing management system

At Jacobs we value people. Having the right balance of belonging, career and lifestyle enables us to consistently deliver and exceed clients' expectations.

Working alongside industry leaders, you will have the opportunity to develop your career working on key projects in an environment which encourages collaboration, knowledge sharing and innovation. To support your professional growth, Jacobs flexible working arrangements, extended leave options and a host of social, health and wellbeing events and initiatives will underpin our commitment to you.

At Jacobs it's all about what you do, not where you are, which counts!

We value collaboration and believe that in-person interactions are crucial for both our culture and client delivery. We empower employees with our hybrid working policy, allowing them to split their work week between Jacobs offices/projects and remote locations enabling them to deliver their best work.

Your application experience is important to us, and we're keen to adapt to make every interaction even better. If you require further support or reasonable adjustments with regards to the recruitment process (for example, you require the application form in a different format), please contact the team via Careers Support.