Description
The Tier 1 IT Support Specialist is responsible for providing internal technical support for end users through Phone, Chat, Tech Bar or other channels. The role involves resolving incidents, processing requests, and ensuring a high level of customer service. The specialist will use patience and problem management techniques to solve issues and follow through on resolutions. This role requires frequent interaction with customers, analytical & business staff, and effective interpersonal communications and problem-solving skills.
Primary/Essential Duties and Key Responsibilities:
Technical troubleshooting & Support: Coordinate and/or perform fixes over the Phone/Chat/ IT Tech Bar or any other introduced channels. Diagnose/troubleshoot issues and provide assistance to colleagues, ensuring they are dealt with in a pleasant, professional, and timely manner.
Relationship Management: Maintain working relationships with all IT & business resources, act as the first point of contact for all IT related issues.
Documentation: Ensure proper/accurate/up-to-date documentation and categorization for all incidents, requests and Problems. ( ITIL Framework )
Escalation: Responsible for escalating all incidents and requests to appropriate support teams when resolution or process is unknown or out-of-scope in a timely manner.
Active Directory Management and Authentication: Knowledge of Active Directory including understanding of Office 365, MFA, Password reset, user/exchange accounts,
Operating Systems (Windows, macOS, VDI): Troubleshooting, intermediate for advanced issues.
Hardware and Software Support: Install, configure, maintain, monitor, and troubleshoot end-user workstation devices, mobile devices, and related hardware and software to meet delivered requirements.
Information Routing: Serve as an information hub to route internal and external requests to the appropriate resource and follow the escalation structure when applicable.
Global IT Operations: Develop a sound understanding of global IT operations and related applications and IT systems as well as business-related processes and procedures.
Networking Fundamentals: Basic connectivity troubleshooting, intermediate for advanced issues.
Assist with Onboarding & Off boarding requirement for the new-hire
Assiting with the ITAM and Mobility management
Remote Support & Deskside visit - onsite support

Qualifications
Education: Associate degree
Experience : 0 - 2 years
Willingness to work in a 24*7 environment (7:00 IST- 16:00 IST, 15:00 IST - 00:00 IST, and 23:00 IST - 08:00 IST Shifts).
ITIL Foundations
Experience with ServiceNow
Customer Service skills
Strong analytical skills
Technical Troubleshooting
Teamwork
Must speak and write English fluently
Exemplary attendance and punctuality

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.

View The EEO Know Your Rights poster and its supplement.

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here.

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com.