Senior Support Specialist

**Overview:** * Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor’s “Best Places to Work.”  * Seeking an astute individual that has a strong technical foundation with the additional ability to be hands-on with the broader engineering team as part of the development/deployment cycle, and deep knowledge of industry best practices, with the ability to implement them working with both the platform, and the product teams.  **Scope:** * Identify and diagnose issues and problems. * Categorize and record reported queries and provide solutions. * Support problem identification. * Advise users on appropriate course of action. * Monitor issues from start to resolution. * Escalate, if needed, unresolved problems to a higher level of support * Provide essential online security advice and support. **What you’ll do:** * He/She Will be the primary point of contact for Blue Yonder Employees. * Handle IT service requests/incidents through chat, email, and call * Take ownership for the co-ordination, investigation, and documentation of customer requests, issues, and problems. * Ensures that correct resolutions are discovered and involves appropriate parties in resolving problems when needed. * Perform incident notification and escalation. * Monitor the Alerts (Server, Application, Network and Security) via tickets and monitoring tool. * Work in the shifts as per the roster to support 24x7 Service Desk Operations * Resolve incidents and fulfill service requests via ticketing tool and meet the internal KPIs. * Troubleshoot PC and internal application related issues that are in scope. * Available to work during the weekend support when required as per the business requirement. * Perform Admin routines on critical applications like Tenrox/Upland, Workday, Salesforce etc. * Network Performance monitoring – utilization alerts for internet and MPLS * Info security alerts – Monitoring threat mailbox * Monitoring various alerts like low space, hardware with respect to network & infrastructure, and assigning tickets to respective teams. * AD account password reset & Sync Process * Creation of DL’s, modify members of a DL. * Printer Configuration & Troubleshooting * Solving Out of Domain and Trust Relationship error issues * Installing TOAD/PROJECT/VISIO/Office 365 * Tenrox – timesheet reopen/close, account suspension, browser related issues. * Troubleshooting outlook issues * Guest WIFI account creation * Co-ordinating with vendors on support for network & infrastructure * Perform timely follow up on incidents to ensure customer satisfaction. * Develops and maintains product knowledge, business, and professional skills by participating in on-the-job and other training courses. * Actively participates in preventive maintenance, by documenting common problems and scripts for customer support. * Develops and maintains knowledge of Incident Management Tool, Knowledgebase and of the Service Desk procedures and business environment. * Seeks opportunities to improve knowledge, skills, and performance and is receptive to constructive feedback. * Work independently and always maintains a high degree of professional conduct. Adhere to organizational Core Values. * Develop and maintain technical skills and understanding of the Service Desk. 24\*7 Coverage Shift Rotation **What we are looking for:** * Bachelor’s degree and minimum 1-2 years of experience in end user issues handling * Strong command over language   * Good Understanding of technical jargons & analytical skills * Should have the ability to understand and successfully resolve problems using knowledge base tools and techniques. * Able to maintain a methodical and logical approach to problem solving even when under pressure. * Basic knowledge of supporting Microsoft Office applications. * Basic knowledge of supporting Active Directory, VPN **Our Values** If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: [Core Values](https://blueyonder.com/about/core-values) All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.