Position - IT Dispatch Engineer - ITC
Location - Chandigarh
Company Description :
Our client is a leading global streaming provider across entertainment, sports and media. They combine stunning live and on-demand video with the most extensive feature set to create personalized, interactive user-experiences on every screen imaginable. Through the global footprint of the their network and their position at the forefront of technology, it is providing streaming platforms with unmatched flexibility and scale in content delivery, management, analytics and monetization.
They are the global leader in the event management and talent representation across golf, tennis and fashion and has a significant presence in many other sports, cultural and lifestyle categories. The areas of expertise include media production and distribution across multiple platforms; events creations, management and sponsorship sales; consumer products licensing and athlete training. They Focuses on the growth of their service, provide unmatched dedication and services, create fully managed, content- focused platforms and deliver superior video experiences.
Roles & Responsibilities :
- The Technology Department is responsible for the 24/7 operation and support of all IT systems within the company. The engineers team will be tasked with managing the dispatch support of global tickets, working with team members in the US, EMEA, and other parts of APAC.
- The IT dispatch Engineer plays a critical role by directly supporting all team members, providing timely and quality desktop hardware, software and mobile device troubleshooting, employing a high degree of customer service, technical expertise and responsiveness.
- This position requires a strong work ethic and the ability to work well under pressure while prioritizing multiple requests. This dispatch engineer is part of a global team with a vested interest in providing excellent support with an ever-present customer service mentality.
- Monitor the Helpdesk system for inbound issues and handle or dispatch accordingly
- Handle immediate need activities such as triaging tickets, account management tasks, and security alerts
- Ensure all issues are logged and documented in the Helpdesk system
- Assess issues quickly and professionally, and take steps to resolve
- When the resolution is complete, document cause and resolution then close Helpdesk incident
- Escalate and refer unresolved issues to other team members when appropriate
- Maintain a flexible approach to work schedule with early starts, late finishes and rotating shift patterns during non-local working hours, subject to business requirements
- Adherence to and enforcement of all information security protocols
- Maintain Windows user accounts in Active Directory
- Support mobile devices
- Remotely support desktop telecommunications terminals (phones, voicemail and forwarding services)
- Ensure a high degree of information security through password controls, prompt termination and activation of users, etc.
- Provide first-line support for the internally developed software suite
Experience :
The Dispatch Team Lead should be an unflappable, consistent team player who understands the abilities and expertise of their team to proactively manage workloads. They have an ever-present customer service mentality and a vested interest in providing excellent support for the organization and encouraging that among their team. Dispatch Team Leads are able to motivate teams and maintain a comfortable and conducive environment.They must be able to interface with all levels of staff in a professional and approachable manner.
- University degree or equivalent.
- Previous 5+ years of experience in a first-line IT support role
- Highly motivated and enthusiastic with excellent communication skills and who can integrate well at all levels and be able to work independently
- A strong ability to remain focused with a hardworking, professional and flexible attitude while multi-tasking at an extremely fast pace
- A strong work ethic and the ability to work well under pressure
- Maintain complete confidentiality and discretion at all times. All Endeavor employees are required to sign a confidentiality agreement, and any breach of this agreement will result in immediate disciplinary action
- Excellent oral and written communication skills, and the ability to effectively and efficiently document user questions, issues, and requests
- Enough experience to recognize and recommend changes to support procedures and user guidance as part of an ongoing improvement
- Excellent organizational skills and great attention to detail
- To be considered, you must be willing to work a flexible work schedule with late nights and weekends and shift pattern
Skills & Abilities :
a) The ideal candidate will possess a phenomenal team player attitude, the ability to work rotating shifts and tenacity to occasionally contribute to urgent issues outside normal work hours. They will be unflappable and flexible, understanding the importance of excellent service and absolute discretion.
b) The ideal candidate will have a working knowledge and understanding of :
- Microsoft Windows 10 desktops and laptops
- Microsoft Office 365, 2013 and 2016 productivity software
- Microsoft Active Directory
- Mobile phone devices (iOS, Android)
- General VPN Configuration and Administration
- Enterprise experience in supporting macOS and iOS platforms
- Ability to triage all Apple ecosystem hardware
- Various printers, scanners, some fax services
- Exposure to Telecoms systems such as Avaya, Cisco, Shoretel, and MS Teams Voice
Why you'll love working here :
- We value diverse perspectives and hire to enrich our teams with new ideas and perspectives.
- Your learning is a top priority. We actively structure teams and projects to maximize individual growth and opportunities.
- You are encouraged to communicate openly and share opinions irrespective of your role or designation.
- Good work/life balance - We have strong work ethics towards our customers; at the same time we also value your life outside of work.
- Many of us have worked together at previous companies, and choose to work together again and again because we respect one-another.
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