Job Description

Remote Support Engineer (Senior Associate)
Gurgaon, Haryana, India

The Remote Support Engineer is responsible for delivering Information Technology support services for all colleagues around the globe. She/he will: remotely resolve complex service requests and issues relating to colleague IT hardware and software problems; help and follow up on colleague IT inquiries; and perform IT software installations. The Remote Support Engineer will be responsible for resolving IT issues and requests and managing colleague expectations. Effective communication, quick resolution, and outstanding customer support will be expected to provide the highest colleague experience.

DISCOVER your opportunity
What will your essential responsibilities include?

\xc2\xb7 Experience in IT Service Desk or Remote Desktop Support Role.

\xc2\xb7 Robust problem solving, analytical skills with a logical understanding of Cloud Platforms and HCI [Hyper-Converged Infrastructure] are preferred.

\xc2\xb7 Excellent verbal and written communication skills in English are a must.

\xc2\xb7 Familiarity with technologies and platforms like MDM [Mobile Device Management], AAD [Azure Active Directory], O365 MTE, VMWare, and Nutanix is preferred.

\xc2\xb7 Candidate should be an effective team player with a keen eye on Continuous Improvements.

\xc2\xb7 Candidates with AZ-900 and ITIL Foundation would be preferred.

You will report to Remote Support Team Lead

Qualifications

SHARE your talent
We\xe2\x80\x99re looking for someone who has these abilities and skills:

Required Skills and Abilities:

\xc2\xb7 Contribute and promote a culture of outstanding service while delivering an excellent colleague experience across all areas of IT engagement.

\xc2\xb7 Act as a point of contact for colleague issues through calls, emails, and self-service portal providing exceptional service in all colleague interactions

\xc2\xb7 Make sure incidents and requests are accurately responded to and managed promptly, in line with agreed SLAs, provision of timely communications, and maintenance of ownership until closure.

\xc2\xb7 Take ownership of colleague issues and follow up on the status of issues on behalf of the colleague, communicating progress promptly.

\xc2\xb7 Identify service improvement opportunities for key service management stakeholders.

Desired Skills and Abilities:

\xc2\xb7 Work with Incident and Problem management teams on individual proactive and reactive issues as necessary.

\xc2\xb7 Grow general knowledge of IT and business systems, increasing ability to resolve issues on first contact.

\xc2\xb7 Mentor junior analysts and assist in the training of new analysts.

\xc2\xb7 Manage content in the Knowledge Management system.

FIND your future4

AXA XL, the P&C and specialty risk division of AXA, is known for solving complex risks. For mid-sized companies, multinationals, and even some inspirational individuals we don\xe2\x80\x99t just provide re/insurance, we reinvent it.

How? By combining a comprehensive and efficient capital platform, data-driven insights, leading technology, and the best talent in an agile and inclusive workspace, empowered to deliver top client service across all our lines of business \xe2\x88\x92 property, casualty, professional, financial lines, and specialty.

With an innovative and flexible approach to risk solutions, we partner with those who move the world forward.

Learn more at

Inclusion & Diversity

AXA XL is committed to equal employment opportunity and will consider applicants regardless of gender, sexual orientation, age, ethnicity and origins, marital status, religion, disability, or any other protected characteristic.

At AXA XL, we know that an inclusive culture and a diverse workforce enable business growth and are critical to our success. That\xe2\x80\x99s why we have made a strategic commitment to attract, develop, advance, and retain the most diverse workforce possible, and create an inclusive culture where everyone can bring their full selves to work and can reach their highest potential. It\xe2\x80\x99s about helping one another \xe2\x80\x94 and our business \xe2\x80\x94 to move forward and succeed.

• Five Business Resource Groups focused on gender, LGBTQ+, ethnicity and origins, disability, and inclusion with 20 Chapters around the globe
• Robust support for Flexible Working Arrangements
• Enhanced family-friendly leave benefits
• Named to the Diversity Best Practices Index
• Signatory to the UK Women in Finance Charter

Learn more at . AXA XL is an Equal Opportunity Employer.

Sustainability

At AXA XL, Sustainability is integral to our business strategy. In an ever-changing world, AXA XL protects what matters most for our clients and communities. We know that sustainability is at the root of a more resilient future. Our 2023-26 Sustainability strategy, called \xe2\x80\x9cRoots of resilience\xe2\x80\x9d, focuses on protecting natural ecosystems, addressing climate change, and embedding sustainable practices across our operations.

Our Pillars:

• Valuing nature: How we impact nature affects how nature impacts us. Resilient ecosystems - the foundation of a sustainable planet and society \xe2\x80\x93 are essential to our future. We\xe2\x80\x99re committed to protecting and restoring nature \xe2\x80\x93 from mangrove forests to the bees in our backyard \xe2\x80\x93 by increasing biodiversity awareness and inspiring clients and colleagues to put nature at the heart of their plans.
• Addressing climate change: The effects of a changing climate are far-reaching and significant. Unpredictable weather, increasing temperatures, and rising sea levels cause both social inequalities and environmental disruption. We\'re building a net zero strategy, developing insurance products and services, and mobilizing to advance thought leadership and investment in societal-led solutions.
• Integrating ESG: All companies have a role to play in building a more resilient future. Incorporating ESG considerations into our internal processes and practices builds resilience from the roots of our business. We\xe2\x80\x99re training our colleagues, engaging our external partners, and evolving our sustainability governance and reporting.
• AXA Hearts in Action: We have established volunteering and charitable giving programs to help colleagues support causes that matter most to them, known as AXA XL\xe2\x80\x99s \xe2\x80\x9cHearts in Action\xe2\x80\x9d programs. These include our Matching Gifts program, Volunteering Leave, and our annual volunteering day \xe2\x80\x93 the Global Day of Giving.

For more information, please see axaxl.com/sustainability

AXA XL