Job Description
Provide technical support to end users by diagnosing and resolving hardware, software, network, and Microsoft 365-related issues. Ensure timely resolution of incidents and service requests, maintain high levels of customer satisfaction, and support the organization's IT infrastructure through effective troubleshooting, user administration, and adherence to service management processes. Ensuring full adherence to all IT and security compliance requirements.
This role requires strong technical expertise, problem-solving skills, and a customer-centric approach to deliver reliable and efficient IT support services.
Key Responsibilities
•Install, configure, and maintain Windows/Mac OS desktops/laptops, printers, and mobile devices.
•Document incidents, resolutions, and procedures.
•Support onboarding and offboarding activities.
•Configure and support mobile devices using Mobile Device Management (MDM) solutions.
•Investigate and resolve complex desktop, application, and network issues.
•Manage incident, problems, and change tickets according to ITIL processes.
•Administer Microsoft 365, Azure AD, Intune, and endpoint management platforms.
•Create technical documentation and knowledge base articles.
•Collaborate with infrastructure, security, and application teams.
•Handle critical and high-priority incidents.
•Perform root cause analysis and implement preventive measures.
•Coordinate with vendors and third-party support teams for hardware repairs and warranty services.
•Leadership and stakeholder management skills.
•Provide remote troubleshooting support.
•Communicate effectively with users regarding ticket status.
•Deliver excellent customer service while meeting defined Service Level Agreements (SLAs).
•Support conference room technologies, video conferencing systems, and collaboration tools.
Required Skills
•Windows 11 Support / MAC support
•ServiceNow
•Networking Fundamentals
•Remote Support Tools
•Strong customer service and communication skills
•Endpoint management (Intune, SCCM)
•ITIL framework knowledge
•Root cause analysis and troubleshooting skills
•ITIL Foundation, Microsoft certifications preferred
•Knowledge of Windows/MAC operating systems
•Basic networking concepts (TCP/IP, DNS, DHCP)
•Azure Active Directory / Entra ID
Education
Bachelor's Degree Required.
Primary Skills
Desktop Computers, Endpoint Management, Information Technology (IT) Infrastructure, Microsoft Entra ID (Azure Active Directory), Networking Fundamentals, Operating Systems (OS), Remote Support, Remote Tools, Support Tools, VPN Support
About Allstate
The Allstate Corporation is one of the largest publicly held insurance providers in the United States. Ranked No. 84 in the 2023 Fortune 500 list of the largest United States corporations by total revenue, The Allstate Corporation owns and operates 18 companies in the United States, Canada, Northern Ireland, and India. Allstate India Private Limited, also known as Allstate India, is a subsidiary of The Allstate Corporation. The India talent center was set up in 2012 and operates under the corporation's Good Hands promise. As it innovates operations and technology, Allstate India has evolved beyond its technology functions to be the critical strategic business services arm of the corporation. With offices in Bengaluru and Pune, the company offers expertise to the parent organization's business areas including technology and innovation, accounting and imaging services, policy administration, transformation solution design and support services, transformation of property liability service design, global operations and integration, and training and transition.
