Associate, Technology Support

Description

About this role

BlackRock is a leader in investment management, risk management and advisory services for institutional and retail clients worldwide. As of December 31, 2020, BlackRock's AUM was $8.68 trillion, making it the largest asset manager globally! BlackRock helps clients meet their goals and overcome challenges with a variety of products that include separate accounts, mutual funds, iShares® (exchange-traded funds), and other pooled investment vehicles. BlackRock also offers risk management, advisory and enterprise investment system services to a broad base of institutional investors through BlackRock Solutions®. Headquartered in New York City, as of December 31, 2020, the firm had approximately 16,200 employees in more than 30 countries and a major presence in key global markets, including North and South America, Europe, Asia, Australia, the Middle East and Africa!
Technology & Operations
BlackRock is looking for a full time Deskside Support Engineer to join our India Support team based in Gurgaon. Reporting into a team lead, the individual will be responsible for technology support for the India region while providing onsite support and focus to the Gurgaon office. The regional support teams strive to provide outstanding levels of service to our clients, ensuring they have the technology and support required to achieve their business objectives. Superb communication skills are essential for this role. The individual will need to keep our clients engaged on technology projects, policies and standards while collaborating with the technology management and infrastructure teams.
Team Overview
Digital Workplace is a distributed team. The team's duties include installing, diagnosing, repairing, maintaining, and upgrading client facing technology estate (desktops, laptops, monitors, mobile devices); solve complex software functionality and installation issues. It can also include fix and/or installation of network, audio visual and telecom equipment, if needed. The Desktop Support team is the focal point for Digital User Experience org and must lead by example. On top of day-to-day support operations, the team participates in global and local projects, such as infrastructure upgrades, moves, M&As, etc.
Responsibilities

• Promptly investigate and resolve Incident tickets across the region and provide hands on support for the Gurgaon office.
• Provide proactive swift and professional end user IT support. Respond to Help desk generated tickets within defined timescales.
• Ensure all the tickets/requests are resolved under SLAs. Guide the team to update & close the tickets with accurate resolution.
• Provide local hand to support Infrastructure setup, maintenance & Upgrades.
• Support widely used hardware (PCs, Laptops, Mobile devices) and software products (MS Windows, MS Office) as well as in-house applications, Market Data applications and local third-party accounting systems.
• Escalate issues affecting business operations, whilst maintaining overall responsibility for the problem or activity
• Collaborate with other support groups across global locations to help trouble shoot user issues
• Manage tasks/projects allocated to you within the given time scales, seeking advice where vital
• Perform HW setup/replace/disposal (incl. PC builds, memory/video cards replacement, etc.) and ensure documentation and inventory is accurate
• Complete user moves and new joiner installations in the office
• Maintain asset inventory and stock controls
• Assist with wider infrastructure teams - providing local technical assistance
• Perform on-site analysis, diagnosis, and resolution of desktop problems for end-users, recommend and implement corrective solutions
• Install, configure, test, maintain, monitor, and solve end-user workstations and related hardware or software in order to deliver required desktop service levels
• Participate in Disaster recovery testing exercises
• Upholding procedures for logging, reporting, and statistically supervising desktop operations
• Write technical support knowledge articles and end user documentation as needed
• Intensify issues affecting business operations, whilst maintaining overall responsibility for the problem or activity
• Be willing to provide assistance with any other elements of IT support when required
• Assist the team with project delivery tasks as and when the need arises
• Meet or exceed expected customer service levels
• Provide regional office support across the India region
• Provide VIP support for when necessary for local execs or visitors

Experience

• Outstanding communication skills in written and verbal form and High Customer Support orientation
• Thorough knowledge of enterprise technology platforms, from the desktop through to back-end infrastructure
• Proven track record in delivering superior customer service in a corporate environment
• At least 5-7 years of full-time work experience in Information Technology as Desktop Support Engineer, Technical Support Engineer, or similar roles.
• Hands on experience Windows10/ Mac OS/ Chrome OS/ Office365/ MS teams/ Internet explorer.
• Hand on experience in Incidents, Service requests and change request based on ITIL Process.
• Basic Knowledge of VMware and Citrix, Cloud Technologies e.g AWS, Azure GCP etc
• Experience in IT asset management
• Knowledge of network security practices and Anti-Virus programs.
• Working knowledge of networking/ communication technologies, LAN/WAN.
• Experience in troubleshooting of third-party applications.
• Excellent problem solving and multitasking. Ability to perform remote troubleshooting.
• Experience with building and developing process catalogues
• Bachelor of engineering in Computer Science/ Telecommunication/Electronics.

Our benefits

To help you stay energized, engaged and inspired, we offer a wide range of benefits including a strong retirement plan, tuition reimbursement, comprehensive healthcare, support for working parents and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.

Our hybrid work pilot

BlackRock's current hybrid work pilot is designed to help you experience the best of both worlds: the opportunity to connect with colleagues in person and the flexibility to work remotely, with greater time to focus on what's important to you. In line with local health guidance and regulations, employees are generally expected to work 3 days in the office and 2 days from home (on average) each week. For some business groups, more time may be required in the office, while greater flexibility may be in place for others. Our "One BlackRock" culture means you'll be supported to collaborate with your new colleagues while bringing your full self to work - wherever you are.

The health, safety and well-being of our people will always be our top priorities; we will continue to monitor local conditions and health advisories in making decisions about our work environments.

About BlackRock

At BlackRock, we are all connected by one mission: to help more and more people experience financial well-being. Our clients, and the people they serve, are saving for retirement, paying for their children's educations, buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress.

This mission would not be possible without our smartest investment - the one we make in our employees. It's why we're dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive.

For additional information on BlackRock, please visit careers.blackrock.com | www.blackrock.com/corporate | Instagram: @blackrock | Twitter: @blackrock | LinkedIn: www.linkedin.com/company/blackrock

BlackRock is proud to be an Equal Opportunity Employer. We evaluate qualified applicants without regard to age, disability, family status, gender identity, race, religion, sex, sexual orientation and other protected attributes at law.