ITS_Associate

Bosch Global Software Technologies Private Limited is a 100% owned subsidiary of Robert Bosch GmbH, one of the world's leading global supplier of technology and services, offering end-to-end Engineering, IT and Business Solutions. With over 28,200+ associates, it’s the largest software development center of Bosch, outside Germany, indicating that it is the Technology Powerhouse of Bosch in India with a global footprint and presence in the US, Europe and the Asia Pacific region.

Roles & Responsibilities : The L1 Support role involves supporting IT Fleet management support ITFM (Client desktop, laptop & Monitor), Managed Print Services (MPS) and Mobile Service Delivery (Mobile PIM Services) providing technical assistance to users within a Windows environment and Database monitoring. The primary responsibility is ensuring quick and effective resolutions while maintaining a high level of customer service.

• User Support and Troubleshooting: Serve as the first point of contact for technical support, handling inbound requests email, or ticketing system.
• End Device Management Tool (EDMT)
• Knowledge of Computer hardware lifecycle managed using order forms.
• Provide basic troubleshooting for Windows-based systems, including desktops, laptops, and peripherals.
• Assist with common issues related to software applications, network connectivity, and hardware malfunctions.
• Guide users through simple troubleshooting steps, such as rebooting devices, adjusting network settings, and reinstalling software.
• OCC- Monitoring and First response
• Log all incidents and service requests accurately in the ticketing system and ensure timely follow-up.

• Deliver excellent customer service by maintaining a professional demeanor and ensuring user satisfaction.
• Educate users on basic troubleshooting techniques and IT best practices to minimize recurring issues.
• Communicate effectively with users, keeping them informed about the status of their requests and any planned IT activities.

• Bachelor’s degree in computer science, Information Technology, or a related field preferred
• Relevant certifications such as CompTIA A+ or Microsoft Certified Solutions Associate (MCSA) are an advantage.

• 2 - 3 years of experience in IT relevant working experience preferably in a Windows environment.
• IT Fleet management

Mandatory/requires Skills : Basic knowledge of Windows operating systems (Windows 10, Windows 11).

• Familiarity with Microsoft Office 365 and common productivity tools.
• Familiar with latest ICT technology or fast learner on new IT technology Knowledge
• Experience using remote desktop tools and ticketing systems.

• Strong communication and interpersonal skills.
• Ability to troubleshoot and resolve issues efficiently.
• Excellent customer service orientation.
• Ability to work independently and prioritize tasks effectively.

• Availability: Willingness to work in shifts, including nights and weekends, as required.
• Ability to be on-call for urgent issues when necessary.