IT Support

Company’s Introduction :

ReachLocal India is a part of a global brand Gannett which owns USA Today Network (North America’s largest selling newspaper). Our services form the backbone of the sales teams giving them the confidence of turnaround times and quality assurance. With our consistent efforts to provide the best value to our advertisers, our India team has grown from less than 10 people in 2006 to 450+ employees in 2021. ReachLocal offers online marketing products and solutions in three categories: digital advertising, software, and web presence. We operate in the United States, Canada, Australia, New Zealand, UK, and India.

Gannett Co., Inc (NYSE: GCI) is a subscription-led and digitally focused media and marketing solutions company committed to empowering communities to thrive. Our current portfolio of media assets includes USA TODAY, local media organizations in 46 states in the US, and Newsquest a wholly-owned subsidiary operating in the United Kingdom with more than 120 local news media brands.

System/Application/Network Support :

• Install, upgrade, support and troubleshoot Enterprise Applications hosted on Windows Server 2016
  
• Interact with numerous computer platforms in a multi-layered client server environment
  
• Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, application servers, and administrative systems
  
• Diagnose and quickly resolve a wide range of Windows applications and networking problems to help minimize downtime
  
• Troubleshooting network connectivity in a LAN/WAN environment
  
• When the restoration is beyond the scope of the Desktop Support Administrator the Desktop Support Administrator will escalate the issue/problem to proper tier 3 support team member

Desktop Support :

• Install, upgrade, support and troubleshoot, Windows 10 and Microsoft Office 365 and any other authorized desktop applications
  
• Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment
  
• Performs general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment
  
• Performs remedial repairs on computers, laptops, printers and any other authorized peripheral equipment
  
• Customize desktop hardware to meet user specifications and site standards
  
• Performs work in compliance within specified warranty requirements
  
• Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels
  
• Safely package equipment for branches and arrange for the transport of the equipment
• Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network
  
• When the restoration is beyond the scope of the computers, laptops, printers and any other authorized peripheral equipment the Desktop Support Administrator will escalate the issue/problem to proper tier 3 support team member
  
• Develop trends by monitoring and analyzing incoming calls, problems and support requests 

Operational  :

• Dealing with hardware and application support queries and issues reported to the support desk and escalated to the Desktop Support Administrator
  
• Provide user data and application recovery
  
• User account administration, i.e., account creation and management and password resets on Active Directory
  
• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software
  
• Use tools and methodologies to load, copy and customize operating system configurations for deployment
  
• Responsible for tracking hardware and software inventory
  
• Familiarize end users on basic software, hardware and peripheral device operation
  
• Take ownership and responsibility of queries, issues and problems assigned to the Desktop Support Administrator
  
• Works with vendor support contacts to resolve technical issues within the desktop environment
  
• Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
  
• Works with other IT team members regarding new upgrades
  
• Dealing with queries by following departmental procedures for fault resolution
  
• Operates within, enforces, and suggests modifications and additions to desktop standards and guidelines
  
• Arranges for and/or prepares equipment for shipping/receiving
  
• Maintains I.T. records and tracking for area of responsibility
  
• The duties requires that the Desktop Support Administrator correctly records work requests using some applications such JIRA
  
• Ensures that supported customer accurately completes the approved work request with the date and time of submission
  
• Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures
  
• Develop technical knowledge of each system within company profile and specialised knowledge of certain nominated areas
  
• Maintain adequate knowledge of operating systems and application software used to provide a high level of support
  
• Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures

General :

• The person should be prepared / willing to do any other reasonable and lawful instruction/task and ensure that it is normally carried out on time and correct.

Core Competencies :

• Applying Expertise and Technology
  
• Analyzing
  
• Learning & Researching
  
• Planning & Organizing
  
• Delivering Results and Meeting Customer Expectations
  
• Achieving Personal Work Goals and Objectives

Experience/knowledge & Skills :

• Excellent technical knowledge of pcs and desktop hardware.
  
• Working technical knowledge of current protocols, operating systems and standards.
  
• Ability to operate tools, components and peripheral accessories.
  
• Microsoft Desktop Support Technician an advantage
  
• Software and Hardware Troubleshooting
  
• Windows 7, Windows 10 Server 2008/2016 experience
  
• Routers, switches and firewall experience
  
• Microsoft Office 2007, Office 2010, Office 365 support
  
• TCP/IP
  
• SQL
  
• Working knowledge of AD
  
• Knowledge of all software applications used within the organization
• Professional image and grooming
  
• Self-confidence and interpersonal skills
  
• Analytical and problem solving skills
  
• Good communication (both verbal and written) skills
  
• Planning and organizing skills
  
• Good administration management skills
  
• Strong listening skills
  
• Able to operate effectively in a team environment with both technical and non-technical team members
  
• Able to operate with minimal supervision
  
• Able to manage time effectively, set priorities appropriately, schedule calls
  
• Able to maintain professional demeanor under stress

Qualifications :

• HSC(Grade 12).
• College diploma or university degree in the field of computer science and/or 2 years equivalent work experience.
• Industry certifications, this can include A+, N+ and/or MCTS/MCITP.

Primary Location :

• Goregaon East, Mumbai – India

Shift :

• Rotational shift