IT Support Technician II (Service Desk, Global Help Desk, Internal Technical Support for end users through Phone, Chat, Tech Bar)

General Information

Ref #:

20240040407

Travel Amount Required:

None

Job Type:

Regular-Full Time

Location:

Noida - India - India

Company Overview

Here at UKG, our purpose is people™. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people – both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for? Learn more at www.ukg.com/careers #WeAreUKG

Description & Qualifications

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 (https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf) and its supplement .

View the Pay Transparency Nondiscrimination Provision (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)

UKG participates in E-Verify. View the E-Verify posters here (https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf) .

Disability Accommodation

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