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Our purpose is to design for the good of humankind. It’s the ideal we strive toward each day in everything we do. Being a part of MillerKnoll means being a part of something larger than your work team, or even your brand. We are redefining modern for the 21st century. And our success allows MillerKnoll to support causes that align with our values, so we can build a more sustainable, equitable, and beautiful future for everyone.
Role: IT Support Engineer
Location: Bangalore – India
Work Timings: Rotational on monthly basis (US, India or UK shifts)
Job Description
Responsible for being an available resource to the business for recording, routing, and resolving IT related calls, incidents, requests, and problems as well as monitoring centralized computer systems and taking corrective action when a service disruption occurs. This role will work as part of a larger IT Support team that operates from other locations outside India as well and will involve matrix reporting structure with a local team lead and manager as well as a remote technical lead to work with.
This role involves working in a shift that aligns with “out of business” hours in the US and over the weekend. The job aspirant will be entitled to two days off during the week only on weekdays as mutually agreed with the lead/manager.
Key Responsibilities Include:
- Work with Business Partners through all contact types to resolve incidents.
- Follow Service Level Agreements to ensure timely resolution and proper group ownership of incidents.
- Receive requests from end users and route them through the proper channels for request fulfilment.
- Stay current with the knowledgebase and follow the documented procedures for the quick resolution of incidents.
- Assist in establishing and maintaining technical documentation and schedules.
- Enforce data centre security and housekeeping guidelines including vendor access and compliance.
- Facilitate inclement weather procedures and participate in disaster prevention/recovery events.
- Identify repetitious incidents and connect them to a problem. Appropriately route problems for root cause analysis and work to
- eliminate unnecessary calls.
- Monitor and report service disruptions in the infrastructure and facilitate communication to service owners.
- Participate in educational related events to further understanding and improve the support process for our Business Partners.
- Perform additional responsibilities as requested to achieve business objectives.
- Share support information with others on the team to improve the overall end user support experience.
- Work closely with 2nd level support teams to improve the overall support experience.
- Performs additional responsibilities as requested to achieve business objectives.
- Willing to work at our manufacturing facility in Bidadi on rotational basis or as required.
Essential skills and Experience
- IT Support experience and technical background in resolving end user technology issues.
- Using remote debugging, assistance, and management tools as necessary
- Experience using ServiceNow, JIRA or similar Incident management systems with familiarity to the ITSM process.
- Customer Support Process experience
- Experience of at least 5-8 years working in a similar application support role
- Past work experience working with remote customers outside India (preferably in US and Europe)
- Advanced knowledge of MS Office products, Windows, and other enterprise software.
- Strong troubleshooting skills.
- Must be organized and detailed oriented.
- Strong interpersonal skills and customer focus.
- Strong communication skills.
- Ability to effectively use office automation/communication software and tools currently being used in the HMI office environment.
Who We Hire?
Simply put, we hire everyone. MillerKnoll is comprised of people of all abilities, gender identities and expressions, ages, ethnicities, sexual orientations, veterans from every branch of military service, and more. Here, you can bring your whole self to work. We’re committed to equal opportunity employment, including veterans and people with disabilities.
MillerKnoll complies with applicable disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact MillerKnoll Talent Acquisition at [email protected].
