Company Summary
First American (India) is a GCC (Global Capability Center) of the First American Financial Corporation (NYSE: FAF) family of companies. FAI is a proud member of the FORTUNE 500 companies and has been amongst the Fortune 100 Best Companies to Work For® list for eight consecutive years. First American Financial Corporation provides comprehensive title insurance, closing/settlement, property data and technology solutions. First American (India) creates quality solutions for its customers by combining software, back office, and knowledge processing operations to fulfill First American's business requirements. Our priorities are our employees, customers, and shareholders - in that order. First American (India) has been ranked amongst India's Best Companies To Work For™ 2023: Listed amongst the Top 100 by Great Place To Work® India, FAI is also certified Best Workplaces for Women and Workplace with Inclusive Practices. IT Services provides secure, fast, innovative and green infrastructure capabilities to meet evergrowing customer demand. Our teams thrive on building capabilities across areas of Cloud Migration, Dev Ops, Network and Information Security amongst others.
Job Summary
This role would be responsible to use domain knowledge to improve/ enhance work output of IT Desktop support team. Understand working nuances of FAI’s existing IT infrastructure. The role would be responsible for guiding teams on existing systems and processes, plan and perform regular backup of servers as per the calendar and reporting any anomalies. Should serve as subject matter expert for leading support services projects and new installations. Evaluates system requirements in compatibility, flexibility, and provides recommendations for new equipment. Ensuring adherence to policies and procedures, creating user-profiles, administers files and folders security and storage capacity. Must be able to recommend solutions, resolve problems associated with incidents, and update problem records. Maintaining adequate knowledge of operating systems and application software used to provide a high level of support.
Competencies:
- Good problem-solving capability and communicating in an effective and timely manner to concerned stakeholders
- Achieving delivery targets for stakeholder service and support performance
- Knowledge of protocols of asset management, warranty period, protocols of issuing and installing assets to new employees.
- Ensuring smooth operation by coordinating with Application, Windows, and Network teams
- Assist with hardware, firewall, telecom and software vendor evaluation, recommendation and negotiations
- Resolves complex issues regarding operations, installations, on-line transactions, system status and downtime
- Know-how of documentation and reporting guidelines.
- Strong customer centric approach to close loop on IT tickets and ensure effective resolution.
- Ability to conduct root cause analysis and support the team on issue resolution.
- Implementation of policies and procedures to ensure server provisioning and maintenance that is consistent with FAI goals.
- Excellent communication ability Good communication, coordination between teams.
Technical Skills:
- Strong Technical knowledge on Windows 11 and Windows server 2019 and above
- Install, upgrade, support and troubleshoot Windows 11.
- Install, upgrade, support and troubleshoot for hardware (scanner/Printer etc).
- Installation, Configuration /troubleshoot of Office Suite
- Basic installation & troubleshooting knowledge on Windows 2019 and above server Operating system.
- Technical skills related to Desktop Patch management, Software Installation and Basic Networking skills.
- Install, configure and maintain regular updates of Antivirus.
- Performs general preventative maintenance tasks on computers, laptops and any other Hardware devices.
- Maintaining inventory of Assets, documents vendor reports and Vendor interactions.
- Knowledge of Local System policies and Group policies.
- Knowledge on Work group/Domain/DNS /DHCP/AD/Exchange/O365.
- Managing the complete Ticketing work flow
- Assisting the Manager in IT Infrastructure projects
- Basic Knowledge on the Network Infra
- Knowledge on service operational reviews, ensuring SLA, KPI and other data/information is provided to assist with such reviews
Educational Qualification and Experience:
Minimum of 15 years of formal education - Graduate / Post Graduate Certification – MCSE/MCP would be recommended.
Professional work experience of 7 to 10 years.
FAI is committed to create an environment that respects, supports and inspires all individuals. We do not discriminate on the basis of color, religion, sex, gender identity, sexual orientation and age. At FAI, we celebrate diversity and believe that an inclusive workforce benefits employees, the organization and our community. We are an Equal Opportunity Employer. For more information about our company and dedication to putting People First, check out https://firstam.wd1.myworkdayjobs.com/faicareers.
