Who We Are

Escalent is an award-winning data analytics and advisory firm that helps clients understand human and market behaviors to navigate disruption. As catalysts of progress for more than 40 years, our strategies guide the world’s leading brands. We accelerate growth by creating a seamless flow between primary, secondary, syndicated, and internal business data, providing consulting and advisory services from insights through implementation. Based on a profound understanding of what drives human beings and markets, we identify actions that build brands, enhance customer experiences, inspire product innovation and boost business productivity. We listen, learn, question, discover, innovate, and deliver—for each other and our clients—to make the world work better for people.

Why Escalent? Once you join our team you will have the opportunity to...

• Access experts across industries for maximum learning opportunities including Weekly Knowledge Sharing Sessions, LinkedIn Learning, and more.
• Gain exposure to a rich variety of research techniques from knowledgeable professionals.
• Enjoy a remote first/hybrid work environment with a flexible schedule.
• Obtain insights into the needs and challenges of your clients—to learn how the world’s leading brands use research.
• Experience peace of mind working for a company with a commitment to conducting research ethically.
• Build lasting relationships with fun colleagues in a culture that values each person

Position Objective:

To ensure smooth functioning of Global IT System & Security Infrastructure (on-premises/ cloud technologies) of the company (IT Support/ Technical Service Desk).
This will include the handling of support requests, Team Management, Continuous process improvements focusing on faster resolutions.

Position Expectations:

Specific Duties
• Prior Experience in Handling Technical ServiceDesk/ Helpdesk teams
• IT Helpdesk Team – ensure timely and quality closure of trouble tickets service requests in accordance with established SLA’s, 16x5 on Incident tracking system by this team
• Shift Roster management including Day and Night shifts
• Build and manage a group of high-performing IT professionals
• Responsible for monitoring issues to establish the root cause from Service Line or infrastructure
• Handle Escalations from the team and other departments for a smooth operation
• Inventory/Asset management – All the company assets should be listed and maintained on the tools with exposure to automation/customizations
• Vendor Management – liaise with appointed global (or local) vendors for timely procurement of IT products and supplementary services
• Report on operational and project metrics on a regular basis; collaborate with Global IT functional leaders to define action plans and address gaps
• Implement client/project-specific IT requirements in coordination with the appropriate domain experts at his site
• Must display attention to detail, accuracy and follow through skills
• Drive all issues towards root cause identification and permanent fix
• Innovative in approach as Incidents are unique and need to use different RCA techniques
• Perform related duties as assigned or requested. Directly and indirectly responsible for meeting day-to-day administrative needs and problem resolution within the Distributed network & Server environment

• Assists directly or indirectly (through vendors) with implementation of hardware and software changes to Servers/Network and related devices
• To maintain required IT documents/KB’s /records as required for compliance/IT Guideline needs
• Follow Incident, Security and Change Management policies
• Should have excellent knowledge of Windows 10/11 OS, Office 365 (o365) \ AZURE AD support including Exchange
• Microsoft System Centre Configuration Manager (SCCM), Intune or similar Laptop management software’s including software and OS patching
• Mobile device management & support (IOS, Android, and Windows phone devices
• Enterprise VPN Troubleshooting FortiClient Experience will be good
• VMware, Web Proxy, Web Filtering Experience
• Must be proficient in MS Office (2019 and Office 365 Client, Teams, SharePoint)
• Good understanding of Windows Servers services support like Active Directory, DNS, DHCP, File Server permissions etc functionality
• Intermediate knowledge of firewalls and LAN/WAN/ Wi-Fi networks

Good to have:

• ITIL certification & methodology
• Worked on Incident’s automations and customizations

Soft Skills:

• Go-getter in terms of technical projects, High level of positive attitude and dedication
• Good negotiation skill
• Strong written and verbal communication skills required
• Good time management skills, professional approach to problem solving
• Willingness to work in shifts if needed

Experience Required:

10-14 years of experience required in the similar field.

Educational Qualification:

Graduation