Support Specialist opening at Behr Paint Company in Maharashtra

Job Scope / Summary:

Support information technology (IT) applications, systems, and processes, and their users within the organization. Provide first-level support of technology hardware and software, including installation, monitoring, troubleshooting, user support, and problem resolution. Provide input and feedback to second-level IT and external vendor support personnel to assist in problem escalation and resolution. Work with management to review and continuously improve IT service delivery.

Essential Functions:

• Directly support information technology end-users in-person and through electronic methods, including email, instant messaging, and social media.
• Install and configure computer, network, and telecommunications hardware, software, services, subscriptions, and licenses.
• Troubleshoot hardware and software problems related to device connectivity, scanning and printing, desktop and laptop operating systems, and office productivity applications.
• Monitor assignment queues; respond to, update, and resolve Incident and Request tickets within established service level commitments and timeframes.
• Assist end-users in diagnosing and resolving information technology issues; open Incident or Request tickets on their behalf as needed to ensure proper documentation and escalation.
• Provide timely end-user updates regarding open issues and participate in company and department status meetings to ensure proper communication and visibility.
• Maintain knowledge and skill level to support dynamic and evolving information technologies, leveraging the Internet, vendor documentation, and other self-study materials and methods.

Job Qualifications:

• Ability to read, write, and speak English at a conversational level.
• Ability to work on-site (corporate office or facility) or from home (remote access) as needed.
• Ability to follow documented procedures and manage time wisely to ensure daily productivity.
• Ability to work and communicate well in a team setting to meet organizational goals.

Experience / Education:

• Completion of secondary education equivalent to a high school diploma, supplemented by coursework, training, or certification related to information technology or personal computing.
• A minimum of 6 months prior experience supporting information technology, computer networking, or personal computing in a corporate, educational, or vocational environment.

Knowledge / Skills / Abilities:

• Knowledge of basic end-user computing devices and their setup (personal computers, laptops, monitors, keyboards and other peripherals).
• Comfortable installing and connecting personal computer equipment, devices, and peripherals.
• Experience using the Microsoft Windows operating system, including basic installation and setup. Advanced knowledge (device configuration, troubleshooting, Active Directory integration) is highly desirable.
• Experience with Microsoft Office application suite or Microsoft 365.
• Detail oriented, inquisitive, able to stay engaged and see a problem through to resolution.
• Able to document troubleshooting and resolution steps in a clear and concise manner.

Special Requirements:

• Able to work a flexible work week, including nights, weekends, or extended hours if required to meet production schedules or provide critical support.
• Able to travel to remote locations if required for training or on-site support.

• Able to lift and carry personal computer equipment up to 25 lbs. without assistance.