Help Desk Technician providing advanced technical support for L.A. Care Health Plan. Collaborating with I.T. teams and managing complex issues to ensure a high level of user satisfaction.
About the role
- Technical Support Specialist delivering advanced IT support and resolving complex issues for TomTom employees in a hybrid environment. Engaging with users and collaborating with teams effectively.
Responsibilities
- You will help us provide TomTom employees with the best experience possible.
- Diagnose and resolve complex hardware and software issues.
- Provide advanced support for operating systems (Windows, Mac OS and Linux), networking, web applications, and enterprise application landscapes.
- Escalate unresolved issues to appropriate teams and ensure timely resolutions, owning issues that have been escalated.
- Apply ITIL-based processes including incident management, service request fulfillment, problem management, and change management.
- Document technical issues and solutions for knowledge sharing and root cause analysis.
- Communicate effectively with users at all levels, providing clear guidance and managing expectations.
- Offer workarounds and realistic timelines for resolution.
- Analyze service desk data and propose strategic improvements.
- Maintain high-quality service delivery and ensure adherence to best practices.
- Prioritize tasks efficiently and manage the workload effectively.
- Develop and deliver technical training materials and workshops.
- Mentor and coach junior support staff.
- Partner with project managers during technology rollouts.
- Work closely with application owners and subject matter experts to implement innovative solutions.
- Propose solutions to problems at scale to maximize impact.
- Collaborate with internal and external teams to ensure comprehensive support strategies.
- You will be involved in making all of us better every day, see something we can do better, let’s involve you in that change!
- You will help our internal customers via online chat, face-to-face, mail, and support platform, working from our India office located in Pune.
- Support Microsoft Teams broadcasts and internal events in our offices, and occasionally off site ranging from team events of 20 people to all hands broadcasts for the entire company.
Requirements
- Must have
- Can do mentality, always starting with a yes.
- Passionate about enabling TomTom’ers
- Proven experience in IT support with strong troubleshooting skills and minimum 5 years of hands-on experience.
- In-depth knowledge of operating systems with 5+ years working experience in Windows, 3+ years in Mac OS, and 2+ years in Linux.
- Good understanding of networking technologies with 3+ years of experience.
- Familiarity with IT service management frameworks. (e.g., ITIL).
- Strong problem solving and analytical abilities.
- Excellent communication and interpersonal skills in English.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience in training and mentoring technical staff.
- Ability to analyze data and implement process improvements.
- Hands on experience with Microsoft 365.
- Hands on experience in Managing Exchange online and Microsoft cloud resources.
- Solid understanding and hands-on experience in current client deployment technologies such as Windows Autopilot and management of endpoints via MDM platforms. (InTune and Jamf experience desirable)
- Working understanding of SSO and Multi Factor Authentication.
- Good working knowledge of Android and iOS.
- Solid understanding of asset lifecycle management, and how it enables IT support.
- Experience and vendor management and procurement of IT hardware.
- Experience in supporting meeting rooms and Audio / Video conferencing solutions.
- Managing stakeholder expectations, keeping everyone up to date.
- Practical, flexible, and innovative approach to work.
- Able to prioritize and handle stressful situations.
- Flexible to travel to remote sites as needed.
- Nice to Have
- 1+ year of experience with solving issues in meeting rooms and printers
- 2+ years working experience with a Linux distribution
- 4+ years experience with Azure Active Directory / EntraID
- 3+ years experience with MDM platforms
- 1+ years experience managing iOS / Android devices.
- Cisco CCNA
Benefits
- No specific benefits mentioned
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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