Job Description

Department Details

Role Summary

Overview:
The End User Support team supports computer systems, IT equipment and IT End Users within the Biocon Group. End user support specialists need a combination of technical and interpersonal attributes including good judgement, clear communication skills.
Principle Responsibilities:

• Onsite and Remote VIP User Support for the resolution of incidents encountered in the use of Biocon Group IT hardware and software.
• Installation and deployment of standard Biocon Group software.
• Maintenance, repair or replacement of failed End Point devices.
• Fulfilling access management change requests
• Replacement and deployment of fixed and mobile PC's, and other IT equipment.
• Ensuring that the CMDB or other tools used for the recording of assets are kept up to date.
• Telephony support including Fixed, Mobile and Wireless.

Administrative Responsibilities:

• Be Single Point of Contact for VIP users.
• Logistics management of IT equipment.
• Facilitate Employee On boarding and Off Boarding process.
• Meeting room management (video conference, teleconference, video projector) and support Board Meetings.
• Inventory management of End Point devices including accessories, spare parts, etc.

Knowledge and Skills Required:

• Good competency level covering a wide range of IT skills and disciplines that are needed for 1st and 2nd level support.
• Windows 10/11 operating system experience with knowledge of the Windows registry, file and folder security, local/domain user security, and operating system troubleshooting.
• Familiarity and understanding of Active Directory
• Very good English written and verbal communication skills
• Strong communications skills at all organizational levels
• Proven ability to work effectively in a matrix team setting as well as independently with minimal error and guidance
• Strong skills in Microsoft Office Suite (Microsoft Excel, Word, PowerPoint)
• Familiarity and understanding of MS SCCM and Software Deployment.
• Familiarity and understanding of IT Service Management Tools.

Experience:

• At least 4 years of experience End User Support in Medium and Large Business Units.

Education, Training &/or Certification:

• Bachelor/master's degree in science, Engineering or Computer Application and Technology.
• ITIL Foundation certification is preferred
• Fluent (Business) English skills.

Key Responsibilities

Overview:
The End User Support team supports computer systems, IT equipment and IT End Users within the Biocon Group. End user support specialists need a combination of technical and interpersonal attributes including good judgement, clear communication skills.
Principle Responsibilities:

• Onsite and Remote VIP User Support for the resolution of incidents encountered in the use of Biocon Group IT hardware and software.
• Installation and deployment of standard Biocon Group software.
• Maintenance, repair or replacement of failed End Point devices.
• Fulfilling access management change requests
• Replacement and deployment of fixed and mobile PC's, and other IT equipment.
• Ensuring that the CMDB or other tools used for the recording of assets are kept up to date.
• Telephony support including Fixed, Mobile and Wireless.

Administrative Responsibilities:

• Be Single Point of Contact for VIP users.
• Logistics management of IT equipment.
• Facilitate Employee On boarding and Off Boarding process.
• Meeting room management (video conference, teleconference, video projector) and support Board Meetings.
• Inventory management of End Point devices including accessories, spare parts, etc.

Knowledge and Skills Required:

• Good competency level covering a wide range of IT skills and disciplines that are needed for 1st and 2nd level support.
• Windows 10/11 operating system experience with knowledge of the Windows registry, file and folder security, local/domain user security, and operating system troubleshooting.
• Familiarity and understanding of Active Directory
• Very good English written and verbal communication skills
• Strong communications skills at all organizational levels
• Proven ability to work effectively in a matrix team setting as well as independently with minimal error and guidance
• Strong skills in Microsoft Office Suite (Microsoft Excel, Word, PowerPoint)
• Familiarity and understanding of MS SCCM and Software Deployment.
• Familiarity and understanding of IT Service Management Tools.

Experience:

• At least 4 years of experience End User Support in Medium and Large Business Units.

Education, Training &/or Certification:

• Bachelor/master's degree in science, Engineering or Computer Application and Technology.
• ITIL Foundation certification is preferred
• Fluent (Business) English skills.

Educational Qualifications

Required Education Qualification: MCA
Required Experience: 6 - 8 years