Business Unit Supported: HQ

Website: - https://masco.com/

Position: : IT Support engineer

Location: Pune (Hybrid Remote & Office)

Job Type: Permanent
• Experience required: 4 - 6 years in IT (international user handling experience preferred)

Assessment Test: (based on role requirement) will be required to take a skill assessment test prior interview.

Shift: (shift 18:00 till 03:00 am IST) (Includes 2.5 hours overlap CET / EST Daytime)

Work hours- total 9 hrs (8.5 hrs working+ Half an hour meal break)

CTC: As per market standards

Notice period: (Immediate joiner preferred) candidate serving notice with 30 working days notice period preferred.

Must have Broadband availability: Min 30 MBPS (national service provider JIO/TATA/Airtel Hathway etc)

Important: Access to a quiet home office environment with above mentioned broadband availability and working space to accommodate two monitors +1 Laptop. (based on role requirement)

Job Summary:

Responsible for user support, assists with the IT team in technical tasks and takes a central part in the communication of the IT department with users, clients, customers, vendors, and IT colleagues.

All-rounder who thrives in a growing environment, is self-motivated, and is eager to learn and take on responsibilities across a wide array of IT topics.

Clerical tasks for the IT department such as creation of training materials, user guides, procedures, system documentation, preparation of reports and data entry, content creation and filing on a SharePoint IT department portal, and project & scheduling support.

Primary Duties and Responsibilities:

Tracks and documents technical support requests in a ticketing system. Diagnoses, troubleshoots, solves or escalates user incidents and manages the escalation of infrastructure issues during the night in collaboration with US colleagues. Owns the end user support function, processes and ITSM system adoption and local improvement.

Assists in the installation, configuration, and maintenance of computer hardware, software, networks, and peripherals.

Handles client deployments, dispatch and user onboarding setup and training as well as endpoint support.

Assists in the development and maintenance of technical documentation and user guides.

Manages IT assets, vendors and purchasing.

Backup for other team members during longer absences.

Flexible in regard to shift hours during major IT events or absences of colleagues. At least 1 -2 half days of daytime office presence per week depending on business requirements.

Must have key skills:
• Excellent English communication skills, both verbal and written.

Ability to use a computer for 8.5 hours per day.

Excellent English verbal and written communication are a must since the candidate will need to create extensive documentation for the IT team and work in an international environment working with colleagues across several continents. Proven experience in documenting technical systems and original content creation such as user guides and training documents are required. Attention to detail, spelling, and graphical formatting as well as a clear and concise diction and grammar are necessary. Excellent layout and formatting skills in Excel, Word, OneNote, and PowerPoint are crucial.
• Certified skills in Desktop Support on the Windows Operating System (Microsoft MD-100 – MD-102 and similar)
• Experienced in Modern Client Management (Intune) and user support for cloud technologies such as desktop virtualization.

Experienced in providing user support on all Office 365 applications.

Has a methodical, investigative attitude and does not jump to conclusions.

Ability to question and continuously improve processes to deliver better quality and greater efficiency.

Places a high importance on ethical values, and legal compliance and enjoys working in a diverse team environment where equal opportunities for all and inclusion of diverse heritages are the norm and respected.

Good prioritization, planning, and organizational skills since the operations coordinator will also support IT management with project assistance, implementation planning, and coordination as
well as task delivery tracking.

Good to have skills:
• Good working knowledge of MS Azure Cloud concepts and networking basics

Has experience with using basic troubleshooting tools such as event manager, log files, basic network tools (ping, tracert, nslookup), and a variety of backend-related monitoring and management systems to obtain troubleshooting information such as Intune/Microsoft Endpoint Manager, Azure Active Directors, On-Premises Active Directory, IVM (Vulnerability Reports).

On-Premises AD and Azure Active Directory basics.

Basic troubleshooting on Windows 10/11 notebooks and Virtual Desktops of OS, Office 365, Edge, Chrome, and network connectivity issues.

Beyond academic credentials, the candidate should have practical experience with IT hardware and software such as conducting small PC repairs, exchanging parts, installing software, and analyzing and resolving IT problems.

Has prior experience supporting technical project teams with documentation, project planning assistance and other supportive tasks.

Ability to learn established and new technologies.

Ability to proactively manage and deliver on owned tasks.

Ability to understand new technologies and how they apply to the current environment.

Ability to understand and perform tasks independently.

Ability to work well individually and within teams.

Displays intellectual curiosity, integrity, flexibility, and a willingness to learn.

Prioritizes demands based on the organization’s needs, taking individual circumstances into account.

Takes the initiative to continuously improve processes and is not shy in communicating errors and calling backup help.

Understand how to translate technical knowledge and requests into a language that is appropriate to and can be understood by the MHPI end users.

Perseveres in finding a solution and finishes tasks even if they are drawn out or complex.

Education:

Diploma/bachelor’s degree in IT [Information Technology and Information Systems, Computer Science, Information Science, Computer Engineering]. (Must)

Minimum of 3 years of education in IT knowledge, such as courses covering basic hardware & software concepts, encryption & security, networking, and data processing.

Record of ongoing professional training and certifications related to ITIL, ITSM, endpoint support topics and basics such as CompTIA A+, Network

Masco Home Products India (the “Company”) is an equal opportunity employer and we want to have the best available persons in every job. The Company makes employment decisions only based on merit. It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.

Masco Corporation is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.

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