Site Support Specialist Full Time

Day-to-day Responsibilities

• Support employees for technology related issues, requests etc
• Initiate and complete onboarding and offboarding activities for all new hires and exits
• Provide training to new hires during IT orientation
• Identify potential issues and Troubleshoot hardware, application related issues
• Log all incidents and requests in the ITSM tool
• Identify and escalate situations requiring urgent attention as per process
• working knowledge of troubleshooting application issue and isolation to escalate appropriately
• Provide first level technical assistance electronically and via phone, chat and email
• Scale up knowledge with the latest policies and processes
• Work to improve first contact resolution and customer satisfaction
• Work with the vendor for procurement request, service providers etc
• Act as a single point of contact for users
• Escalate recurring problems to the Service Desk Leads
• Follow up with end users to provide status updates as per Service Level guidelines
• Support end users with their use of all Internal applications
• Identify new issues and contribute to Knowledge Base development, stay updated with current system information, changes and updates
• Adhere to the documented policies and procedures

Essential Traits

• Ability and willingness to work in a 24*7*365 environment,
• This is on site job and required to be physically present in office
• Excellent communication skills
• Strong customer service skills
• 2-3 years of hands on experience with Active Directory and Exchange
• Candidates must have minimum of 2-3 years of experience in IT Helpdesk environment
• Experience working in Service Desk environment with exposure to IT incident management software
• Basic knowledge of User and Security groups in Active Directory management
• Knowledge of troubleshooting hardware related issues, opening ticket with OEM to resolve issue under warranty
• God to have knowledge of office workstation set up, migration etc

Qualifications

• Engineering, bachelor’s degree preferred
• Proficiency in English.
• An ITIL qualification is preferable but not essential
• Sound understanding on customer support, operations and processes
• Any professional technical certification will be an added advantage

About Kroll

Join the global leader in risk and financial advisory solutions—Kroll. With a nearly century-long legacy, we blend trusted expertise with cutting-edge technology to navigate and redefine industry complexities. As a part of One Team, One Kroll, you’ll contribute to a collaborative and empowering environment, propelling your career to new heights. Ready to build, protect, restore and maximize our clients’ value? Your journey begins with Kroll.

In order to be considered for a position, you must formally apply via careers.kroll.com

Kroll is committed to equal opportunity and diversity, and recruits people based on merit.