Assistant Manager
Assistant Manager
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Job Description
Job Purpose Summary
As a deskside 2nd line Support role providing highly customer focused facetoface support as part of a wider team of 2nd line support analysts.
Working within the team of analysts supporting Delhi based users they will provide and manage technical support to the AudioVisual systems Computers Mobile Devices and Other General IT equipments applications and services. In addition they will ensure they are equipped to deal with our most popular consumer devices operating systems and services. They include and are not limited to OSX Win 10/11 Android Blackberry and Apple iOS. Further support also includes MACIs (Moves Adds Changes and Installations).
This is a very fast paced and dynamic role that requires someone that can think on their feet is very proactive and has exceptional attention to detail. The person must also be very structured and process driven to ensure consistent and quality service delivery. Working as part of a team is a key.
Key Responsibilities:
Client Focus
- Maximise facetoface contact with the user in any interaction whilst being mindful of the fact that we are working with typically timestarved users.
- Provide a high degree of initiative and a willingness to accept ownership of issues and requests keeping the clients interests at the forefront of all activity.
- When issues arise priority is to get users back up and running as quickly as possible leaving underlying investigations to 3rd line.
- Ensure that any issues are dealt promptly and remediated appropriately.
Technical Support
- Develop configure and program AV systems for seamless integration automated functionalities and optimal performance through routine checks.
- Manage A/V operations for hybrid events including technical support and realtime troubleshooting to ensure highquality audio/video delivery.
- Perform regular maintenance firmware/software updates and inspections of AV equipment (displays conferencing systems speakers microphones and cabling) to ensure system reliability.
- Maintain accurate documentation of AV assets and collaborate with stakeholders to enhance system capabilities and user experience.
- Stay updated on emerging AV technologies and share knowledge through training and documentation to ensure team consistency and growth
- Regularly monitor the ITSM ServiceNow platform to ensure IT requests incidents and tasks are resolved promptly and in accordance with SLAs.
- Work closely with the other Technical Support Analysts and Functional Support Analysts to ensure a quality user experience.
- Take ownership of IT incidents ensuring timely resolution or escalation as needed. When escalation to another team is required confirm that ownership has been effectively transferred to the appropriate resolution team.
- Ensure that you continue to adapt to the everchanging face of technology with users having services on many different hardware and software platforms.
- Keep a wellbalanced stock of key hardware items to provide a smooth and efficient service to our customers.
- You may be requested to carry out additional work as could reasonably be required from you.
Knowledge Management
- Use the knowledge base to resolve calls highlighting where gaps exist or knowledge is incomplete or inaccurate.
- Support the offshoring/outsourcing of remote work by providing knowledge transfer as required.
Hardware Provisioning and Asset Tracking
- Responsible for the provisioning and then tracking monitoring and reporting of hardware asset status administering asset tracking tools and ensuring their accuracy.
Qualifications :
Experience and Qualifications
Qualifications
- Bachelors degree (Preferably from engineering background) or Masters degree in IT or related field
- Preferred Certifications for an A/V Professional: CTS/CTSD/CTSI (Certified Technology Specialist) AVIXA Crestron Certified Programmer/Technician Crestron Cisco Certified Network Associate (CCNA) Cisco Biamp Certification Extron Certifications (e.g. Extron Control Specialist Pro AV Specialist) etc.
Experience
- Strong background in Technology Support Audio Visual Video Conferencing & System Administration (Min 8 years)
- Confident communicator
- Extensive working knowledge of MS Windows 11 OS and Hardware and Software configuration
- Extensive experience of Hardware provisioning and Asset tracking Monitoring and Reporting
- Highly professional individual who can thrive in a challenging and demanding working environment the role holder will be a critical factor in helping users engage better with existing and new technology in an environment where the users are typically under high pressure.
- Although not necessary experience of working in the IT/ITES sector or a similar professional services type organisation will be an advantage
Written Communications
- Good written communication skills and capable of producing detailed and userfriendly communications to a varied audience.
Additional Information :
Equal Opportunities
At Clifford Chance we understand that our true asset is our people. Inclusion is good for our team and their families our firm and society.
We are committed to treating all employees and applicants fairly and equally regardless of their gender gender identity and expression marital or civil partnership status race color national or ethnic origin social or economic background disability religious belief sexual orientation or age. This applies to recruitment and selection terms and conditions of employment including pay promotion training transfer and every other aspect of employment.
We have a variety of flourishing employee networks. These networks are a place for colleagues to share experiences and advocate for change wherever they see an opportunity for improvement.
Our goal is to deliver an equality of opportunity an equality of aspiration and an equality of experience to everyone who works in our firm.
Find out more about our inclusive culture here
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
