Website:
embee.co.in
Job details:
- Global Client Engagement & Communication: Serve as the primary, high-touch point of contact for international stakeholders, delivering clear, articulate, and cross-culturally sensitive communication (both verbal and written) to manage user expectations and technical escalations effectively.
- Advanced Tier-2 Technical Troubleshooting: Provide end-to-end, root-cause troubleshooting for complex hardware, software, operating systems, networking, and enterprise SaaS/application issues across global client environments.
- Incident Management & SLA Compliance: Take ownership of escalated incidents and complex service requests within IT service management (ITSM) tools, ensuring swift resolution and strict adherence to international Service Level Agreements (SLAs).
- User & Systems Administration: Administer identity and access management (Active Directory, Microsoft Entra ID / Azure AD), email systems, and enterprise tools, overseeing onboarding, permissions, and security policies.
- Escalation & Vendor Management: Act as the liaison between L1 service desks, internal L3/Infrastructure teams, and external vendor partners to diagnose and resolve high-impact or persistent technical issues.
- ITIL Alignment & Process Adherence: Follow ITIL frameworks and standard operating procedures (SOPs) to maintain consistent, high-quality, and secure service delivery across different time zones.
- Knowledge Management: Author clear, detailed post-incident reports, technical SOPs, and Knowledge Base (KB) articles to optimize internal support workflows and continuous team learning.
- Customer Satisfaction & Proactive Updates: Maintain high CSAT scores by practicing active listening, providing regular empathetic status updates during outages, and delivering a polished end-user experience for foreign business clients.
Technical & System Skills
- Operating Systems Proficiency: Intermediate to advanced administration and troubleshooting of Windows, macOS, and Linux desktop/server environments.
- Microsoft 365 & Enterprise Applications: Practical experience managing M365 services (Exchange Online, Teams, OneDrive, SharePoint, Entra ID / Azure AD), including user provisioning, license management, and mail flow troubleshooting.
- Networking & Infrastructure: Deep understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPNs, Firewalls, VLANs) with the ability to diagnose connectivity issues using tools like ping, traceroute, and nslookup.
- Hardware & Peripherals: Advanced troubleshooting of enterprise desktops, laptops, printers, peripheral hardware, and conferencing setups.
Analytical & Process Skills
- L2 Escalation & Root-Cause Analysis: Strong diagnostic skills to investigate complex, non-routine technical issues, analyze log files, and drive permanent resolutions beyond basic surface-level fixes.
- ITSM & SLA Management: Hands-on experience with enterprise ticketing tools (e.g., ServiceNow, ManageEngine, Jira Service Management) adhering strictly to ITIL framework and SLA targets.
Communication & Soft Skills (Global Focus)
- International Client Communication: Exceptional verbal and written English communication skills, with a refined tone, strong active listening, and cross-cultural awareness suited for direct foreign client interaction.
- De-escalation & Expectation Management: Ability to communicate technical concepts clearly to non-technical stakeholders, manage client anxiety during critical outages, and deliver professional status updates.
- Adaptability & Resilience: Proven ability to work productively under pressure, manage competing priorities in high-volume environments, and adapt to flexible shift schedules (including international time zones).
Location: Mumbai - EMBI, Mumbai, Maharashtra, India
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