APAC Careers

IT Support

IT Support Analyst L1

The IT support analyst will provide IT Systems support, analysis and troubleshooting to all areas of the HH Global business in a 24/7 environment including hardware, software, utilities and telecommunications.

HH Global is a tech-enabled, creative production and procurement partner that delivers big impact for big ideas across the globe. With +4,500 experts in every market and a thirty-year track record of success, we help the biggest brands on the planet achieve stronger, more sustainable growth. Across every channel. At the speed of modern business. With an unmatched supply chain, a growing suite of tech tools and data insights—we make our clients’ brilliant ideas unmissable everywhere.

Region

Mumbai, India

Knowledge Requirements

Professional skills

  • Should be a team player and must possess good knowledge of current IT standards, strong analytical, qualitative and problem-solving abilities.
  • Must have the ability to identify and solve problems with limited supervision and thorough attention to detail.
  • Work with users to appropriately diagnose the nature of their problems to resolve software, hardware, and mobile device issues.
  • Excellent interpersonal and communication skills, written and verbal, including the ability to communicate effectively with all levels of staff, particularly with senior management. The individual must possess excellent written communication skills
  • Ability to work independently, plan workload and deliver on commitments.
  • Process + Quality: Works according to the company process and policy requirements. Provide first-line support including; investigation and diagnosis through phone, remote support, chat support and/or e-mail.
  • Client management: Experience working within a global environment with Fluent English as the primary language. Apply excellent communication skills, present a strong customer service awareness and the ability to liaise with both internal and external service functions.

Technical skills for L1

  • Ability to learn and adapt to company CRM standards. Extremely well versed in logging all calls and emails in the incident handling system. Resolving incidents/requests while maintaining a high degree of customer service for all support queries and adhere to all Service Level Agreements.
  • Understanding of ITIL services and process flows is essential. ITIL certification will be an added advantage.
  • Strong knowledge of computer hardware systems and operating systems (Windows and MAC)
  • Participates in the administration and maintenance of computers, printers and software
  • Proficient in supporting SaaS technologies like Office 365 + Google Workspace
  • Must possess good knowledge of networking, Active Directory, DNS and DHCP configuration
  • Understanding of VMware, Citrix, FTP services, video conferencing, antivirus, Proxy, VPN, OS/image deployment and EPABX.

Education

UG: BCA – Computers, B.Tech/B.E. – Any Specialization

To apply please send an updated resume to hr.apac@hhglobal.com

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