Infrastructure Specialist

POSITION SUMMARY
This job holder is a part of the team which is primarily focused on providing customer and technical support through analysis and problem solving to facilitate installation, implementation, maintenance, education, and documentation of a variety of computer and software technologies. Will directly interact with end users.
The incumbent is expected to work in partnership with IT Infrastructure colleagues in region & globally to facilitate operational support of the Air Products enterprise computing environment, with specific responsibility for first line support for IT Infrastructure services at the Vadodara office location.
Provides operational support for the companys Global Enterprise computing environment during Middle East & India business hours.
Ideally, the candidate will have hands on experience troubleshooting on the following technologies and hardware:
Microsoft products
Network/connectivity, including remote VPN, Wi-Fi connection
Audio/Video PC performance issues
Mobile device connectivity and features
Collaboration tools
PRINCIPAL DUTIES AND RESPONSBILITIES
The Candidate will be a part of the DT Technical Support Client team. A significant portion of the job responsibility revolves around the support of the client technologies with a focus on the Air Products desktop, problem solving teams, project landings and testing. The candidate will be expected to provide executive support on occasions at the Vadodara office location. Working with Technical Support and Engineering teams to provide additional testing, training, troubleshooting and documentation in respect of Client Technical Support, Networked printers, Video conferencing and Collaboration technologies. Provide training and consultation for the Level 1 help desk agents for client support issues, if required. Provides operational support for the enterprise computing environment. Cover prime-time (Business) hours from Monday through Friday (local time) and on-call support for urgent situations on non-prime-time hours, weekends and holidays, as a part of a rotation. There will also be the requirement to work some weekends. Record technical issues and solutions in logs. Help create technical documentation and manuals. Direct unresolved issues to the next level of support personnel or Coordinate with Pune TSC team to seek any remote support needed. Working as a site contact support representative for any site related IT assistance required.
SKILLS
Technically knowledgeable and has a drive to learn new things. Hands-on experience with Windows environment, including O365, AD, windows patching, security tools, MDM, printing, etc.
Good interpersonal and communication skills and ability to deal with all levels of people in the organization.
Expected to work outside of normal business hours and at weekends if required to provide support.
Willingness and ability to travel occasionally.
Flexibility to respond and adapt to new, different, or changing situations, requirements, or priorities.
Expereince of conducting remote troubleshooting using Skype or any other tool.
Experience in Service Now Helpdesk tool is plus.
Experience with scripting like Powershell, batch, etc. is plus.
Knowledge on reporting tool is plus.
EDUCATION AND EXPERIENCE
Degree in Information Systems or Computer Science, specialized training, certification, or equivalent work experience.
Approximately 3-5 years of experience within one or more areas within Information Technology (IT) or comparable organization.
Proven work experience as a Desktop Support Engineer,Technical Support Engineeror similar role.
Excellent verbal & written communication skills, especially in English.Secondary language preferred, but not required.
General understanding of Information Technology (IT) infrastructure and processes
Ability to assess and prioritize competing urgent issues.
Ability to effectively work independently and collaboratively across global, regional cross-organizational team environments and participate in virtual projects, work requests or activities
Understanding of ITIL processes utilized at Air Products (change, problem, incident, etc.)
Good troubleshooting and incident management respective to multiple technologies
Ability to work with strategic vendors, outside service/support providers and other third-party vendors
COMPETENCIES
Adaptability
Maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements, or cultures.
Building Customer Loyalty
Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty.
Communication
Clearly and succinctly conveying information and ideas to individuals and groups in a variety of situations; communicating in a focused and compelling way that drives others thoughts and actions. Engages the audience and helps them understand and retain the message.
Continuous Improvement
Originating action to improve existing conditions and processes; identifying improvement opportunities, generating ideas, and implementing solutions.
Continuous Learning
Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application.
Contributing to Team Success
Actively participating as a member of a team to move the team toward the completion of goals.
Initiating Action
Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive.
Managing Work (Includes Time Management)
Effectively managing one's time and resources to ensure that work is completed efficiently.
WORKING CONDITIONS
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
DISCLAIMER
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
AIR PRODUCTS VALUES
All Air Products divisions are committed to the effective use of the AP Values. It is important that all employees understand and utilize these values when performing the duties of his/her position.
QUALITY
Quality encompasses all aspects of APs business, and every employee shares the responsibility to prevent the occurrence of any nonconformity relating to product, process and the quality system. All employees have an obligation to identify and record any such nonconformity, and through designed channels, initiate and recommend solutions.