ITS_Associate
Bosch
coimbatore, , IndiaPosted 2 months ago
Skill Required
related fieldEngineeringSystem AdministrationSharePointObservabilityITILFulltime
Key highlights
- 2 - 3 years of IT experience required
- Windows environment focus
- Shift work including nights/weekends required
Role overview
Bosch Global Software Technologies Private Limited is a 100% owned subsidiary of Robert Bosch GmbH, one of the world's leading global supplier of technology and services, offering end-to-end Engineering, IT and Business Solutions. With over 28,200+ associates, it’s the largest software development center of Bosch, outside Germany, indicating that it is the Technology Powerhouse of Bosch in India with a global footprint and presence in the US, Europe and the Asia Pacific region. The L1 Support role involves supporting IT Fleet management (ITFM: Client desktop, laptop & Monitor), Managed Print Services (MPS), and Mobile Service Delivery (Mobile PIM Services), providing technical assistance to users within a Windows environment and Database monitoring. The primary responsibility is ensuring quick and effective resolutions while maintaining a high level of customer service.
Responsibilities
- Serve as the first point of contact for technical support, handling inbound requests via email or ticketing system.
- Provide basic troubleshooting for Windows-based systems, including desktops, laptops, and peripherals.
- Assist with common issues related to software applications, network connectivity, and hardware malfunctions.
- Guide users through simple troubleshooting steps, such as rebooting devices, adjusting network settings, and reinstalling software.
- Log all incidents and service requests accurately in the ticketing system and ensure timely follow-up.
- Deliver excellent customer service by maintaining a professional demeanor and ensuring user satisfaction.
- Educate users on basic troubleshooting techniques and IT best practices to minimize recurring issues.
- Communicate effectively with users, keeping them informed about the status of their requests and any planned IT activities.
Requirements
- Bachelor’s degree in computer science, Information Technology, or a related field.
- 2 - 3 years of relevant IT working experience, preferably in a Windows environment.
- Basic knowledge of Windows operating systems (Windows 10, Windows 11).
- Familiarity with Microsoft Office 365 and common productivity tools.
- Familiarity with the latest ICT technology or fast learner on new IT technology.
- Experience using remote desktop tools and ticketing systems.
- Strong communication and interpersonal skills.
- Ability to troubleshoot and resolve issues efficiently.
- Excellent customer service orientation.
- Ability to work independently and prioritize tasks effectively.
- Willingness to work in shifts, including nights and weekends, as required.
- Ability to be on-call for urgent issues when necessary.
- Knowledge of Computer hardware lifecycle managed using order forms.
Nice to have
- Relevant certifications such as CompTIA A+ or Microsoft Certified Solutions Associate (MCSA).
Additional details
- The L1 Support role involves supporting IT Fleet management support ITFM (Client desktop, laptop & Monitor), Managed Print Services (MPS) and Mobile Service Delivery (Mobile PIM Services) providing technical assistance to users within a Windows environment and Database monitoring.
- End Device Management Tool (EDMT)
- OCC- Monitoring and First response