Service Technician L2 - Internal IT Support - Admin

Location: Bengaluru

Withum is a place where talent thrives - where who you are matters. It’s a place of endless opportunities for growth. A place where entrepreneurial energy plus inclusive teamwork equals exponential results. Withum empowers clients and our professional staff with innovative tools and solutions to address their accounting, tax and overall business management and operational needs. As a US nationally ranked Top 25 firm, we recruit only the best and brightest people with a genuine passion for the business.

Under the overall supervision of the Senior IT Services Manager, the Senior Service Technician of Withum Smith+Brown (WSB) requires advanced knowledge and experience in solving firm-wide Team Member technology issues and more advanced knowledge of hardware, software, networking and support as well as service processes or procedures.

Withum has become synonymous with teamwork and client service excellence. The cornerstone of our success can truly be accredited to the dedicated professionals who work here every day, easy to work with a sense of purpose and caring for their co-workers and whose mission is to help our clients grow and thrive. But our commitment goes beyond our clients as we continue to live the Withum Way, promoting personal and professional growth for all team members, clients, and surrounding communities.

How You'll Spend Your Time:
Any one Senior Technician role includes all the expected Experienced Technician responsibilities and also include all the duties listed below for this position. To perform this job successfully, an individual must be able to perform each essential duty of the position effectively, efficiently and repeatedly with minimal oversight.

May assist in overseeing and coordinating service staff activities and services if needed
Provides assistance and training to other Service Technicians in solving more advanced Team Member problems and inquiries
Refers problems and inquiries to more experienced technical staff or leadership, if necessary, once all due diligence is performed
Provides basic through advanced training to Team Members as needed
Analyzes and verifies statistical information within the ITSM tool to ensure the accuracy of reports and data integrity
Maintains ITSM KB of problems and accompanying resolutions and utilizes the Service staff to research and solve problems
Acts as a subject matter expect on no less than 2 of our primary support product lines
Seek and create opportunities of growth through automation, innovation and process improvement
Assists IT leadership and other IT technical staff in developing departmental and Service guidelines and operating procedures
Establishes priorities on Service tickets based on established departmental guidelines and procedures
Creates and administers new Team Member accounts, passwords, and privileges/rights as assigned and directed by system administrators
Acts as a liaison between all IT verticals
Better than working knowledge of Video Conferencing and Audio-Visual hardware and applications

PERFORM EXPECTED SERVICE TECHNICIAN RESPONSIBILITIES:

Responds to Team Member questions and inquiries via telephone, email, web and other communication methods in a timely manner
Enters, assigns and tracks service requests in the ITSM system
Refers service issues to IT leadership
Provides technical support and works with team members to resolve Team Member hardware and software problems or questions including computer hardware and software and enterprise system software
Provides professional, courteous, prompt and accurate support and solutions to Team Members
Communicates, analyzes and troubleshoots Team Member problems and provides proper solutions or remedies
Properly documents problem tickets into the ITSM System
Assists other IT technical staff in providing Team Members feedback and support
Updates Service database information
Follows up and communicates ticket information to Team Members when appropriate
Performs computer imaging and installation as needed
Follows Service departmental guidelines and operating procedures
Work closely with other IT staff to acquire additional technical and nontechnical knowledge
Performs other related duties…