IT Support Analyst – Tier 1 Job Vacancy in Optimas Solutions Pune, Maharashtra – Updated today

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Company Name : Optimas Solutions
Location : Pune, Maharashtra
Position :

Job Description : IT Support Analyst – Tier 1
About Optimas
Optimas is a global distributor of fasteners, c-class products and safety supplies, delivering around 10 billion components worldwide to leading manufacturers every year. Optimas has a diverse, global team of over 1,600 individuals, operating from 16 countries, 60+ distribution centers, 9 quality labs and 2 manufacturing locations to support the complexities of our customers’ industries, enabling them to achieve their goals and be successful.
Position Overview
Outstanding customer service starts with a great experience and expertise at the first point of contact—the IT Service Desk. IT Support Analysts exhibit grace under pressure as users bring all types of issues and questions at any and all times of day. They know their stuff and who to call, always representing the entire IT organization as professional and approachable. The best compliment is incentivizing users to return for more great support at the next opportunity.
Ideal candidates will be students of Computer Science, Engineering or closely related studies with a passion for exploring new technologies, an appreciation for customer satisfaction, and the ability work within a team. Extensive experience is not a requirement, but the ability to learn quickly and work systematically are expected.
Key Responsibilities
Prompt, professional response to issues and requests submitted via phone, email, web ticket, chat, SMS, walk-up, or detected by monitoring
Determine impact and urgency of an issue to determine priority, including security risks
Conduct initial triage and troubleshooting on a wide range of technology issues
Resolve issues within scope and continuously expands expertise to escalate fewer
Escalate unresolved requests with quality work documented
Guide, train, and advise employees on the proper use of equipment and IT services
Meet users at their office for deskside support as needed
Perform defined services, such as client PC builds, network & server maintenance, security operations, etc.
Manage IT hardware inventory, including deployment and recovery
Contribute to the IT knowledge base and positive development of the IT environment
Maintain records in a ticket tracking system and perform to measured service goals
Key Competencies
Windows client operating system & applications
Enterprise networking and infrastructure fundamentals
Google G Suite or similar enterprise productivity suites
Server administration experience is a plus, including Windows & Linux
IBM mainframe and AS/400 experience is a plus
Cisco networking command experience, including Meraki, is a plus
Skills and Qualifications
Proven ability to support employees with varying levels of technical ability over the phone and in writing, including C-level executives
Strong critical thinking skills that facilitate expedient problem resolution
Internal drive and urgency to solve problems systematically
Attention to detail (organizing information, being accurate)
Strong personal interest in technology and service
Awareness of current industry leading, innovative technology products
Demonstrated commitment to quality (including testing and validation)
Effective planning, prioritizing, goal setting skills
Optimas OE Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Optimas OE Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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