{"id":"092768ef-a8a3-4975-aa01-5460f79e0acb","company":{"id":"bd6c1857-ea1d-4537-8870-2e9a12818c8c","company_stack":[],"company_gallery":[],"company_stats":[],"company_about_section":null,"company_benefit_section":[],"company_testimonial_section":[],"company_culture_section":[],"onboarding_process":null,"ticker_logos":[],"gtn_companies":[],"role_category":[{"name":"Engineering"}],"cta_color":"#000000","name":"Talent500 INC","short_name":"Talent500-inc","slug":"talent500-inc","description":"Talent500 helps companies hire, build and manage global teams. We are trusted by the world’s leading companies - from Fortune 500s to fast-growth startups - to help them build and run their high-impact remote teams. Today, Talent500 is the fastest growing remote team builder in the world. <br> Our suite of proprietary AI-enabled tools and products provide businesses with an end-to-end platform to build their global teams. 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This role goes beyond issue resolution, encompassing application and hardware support, user account management, and IT onboarding/offboarding processes. The IT Support Engineer plays a key role in provisioning access, creating and managing accounts, assisting new employees with technology setup, and ensuring departing employees are properly deprovisioned. Additionally, they contribute to documentation, user guides, and knowledge base articles to enhance self-service support and improve the overall user experience.</p><p><strong>What are the primary responsibilities of the Role?</strong></p><p><strong>The position involves but is not limited to:</strong></p><ul><li>Provide technical support for hardware, software, applications, and network issues via telephone or online to end-users, logging calls made to IT Support team and keep track of response time and outcomes&nbsp;</li><li>Identifying, diagnosing, and resolving the level 1/2 issues in computer hardware and software in a mainframe system such as Laptops/Desktops/Tablets/Printers/Mobiles within given SLAs&nbsp;</li><li>When On-Call during after hours, act as the single point of contact for the high priority Incidents and if required escalate them to the respective team within given SLAs&nbsp;</li><li>Manage IT Support team’s tickets, planning and prioritizing systematically to minimize backlog and ensure operational efficiency and escalate when necessary&nbsp;</li><li>Undertaking Problem Management to investigate the root causes of incidents for the proactive prevention of problems&nbsp;</li><li>Assist with IT onboarding for new employees, including device setup, access provisioning, and orientation on IT systems</li><li>Handle offboarding processes, ensuring secure deactivation of accounts and retrieval of IT assets</li><li>Manage user accounts and permissions in Active Directory, Microsoft 365, and enterprise applications</li><li>Document solutions, create user guides, and contribute to the IT knowledge base</li><li>Educate users on IT policies, security best practices, and self-service resources</li><li>Participate in IT projects and assist with system rollouts and upgrades</li><li>Manage group policies and access-related issues</li></ul><p><strong>Experience &amp; 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