Senior IT Support Analyst

Senior IT Support AnalystLocation: New DelhiType: Full-Time Experience: Mid LevelIndustries: Online Advertising, Internet, Marketing & AdvertisingCompensation: Competitive compensationReports To: Manager, IT Operations JOB SUMMARYThe Senior IT Support Analyst is specifically focused on administering and supporting IT services at multiple sites in the country; through face-to-face interactions and remote support. Excellent customer support and Helpdesk ticket management are critical responsibilities in this position. The successful candidate will be expected to work in a hands-on capacity as well as leverage direct staff and/or third-party resources as applicable. The position requires broad IT understanding in desktop & laptop hardware, networking principals, OS, endpoint management systems, productivity applications, conferencing technology and desktop support to meet the IT department service level objectives. The position will require some short-term travel to other sites in the country for IT support and possibly within the region for project-related activities. ESSENTIAL FUNCTIONS1. Provides timely attention to all internal Helpdesk requests, for local and remote based users. Assesses the validity of the requests as they arrive, ensures the details within the ticket are complete and that the impact and criticality of the issue is correctly assessed. Does their best to resolve the issue if able. Re-allocates and/or escalates requests as appropriate.2. Performs daily ticket maintenance and management. Follows up on requests and annotates tickets as appropriate with progress and status. Ensures the requestor stays informed3. Assists in the support, monitoring, testing and troubleshooting user and PC system related hardware and software problems within the THE TRADE DESK enterprise; including all custom and commercial applications.4. Deploys, maintains, upgrades or replaces hardware, accessories and application software to meet business needs. Pays special attention to time sensitive business requests and makes smart decisions to ensure minimal user impact for their regular workday5. Participates in repairs and maintains THE TRADE DESK hardware and other equipment as needed, including desk relocations.6. Assists with planned maintenance and office events where IT support is required7. Provides initial incident response for unplanned system outages. Escalates and engages the relevant THE TRADE DESK personnel as appropriate8. Creates and maintains documentation for IT standards, policies, procedures and knowledgebase.9. Assists with supporting video conferencing tools and infrastructure including audio visual systems10. Makes pragmatic recommendations on system and process enhancements11. Assists with hardware inventory and asset management12. Maintains a high level of communication and positive professional relations with our current and/or future vendors and suppliers13. Leverages best practices approach towards projects, implementations, and issue resolution; ability to provide status updates and reports14. Responsible for knowing and complying with applicable ITIL processes, Information Security, Regulatory Compliance and other process requirements as they apply to their area of responsibility15. Travels to other offices in country to provide IT onsite support, maintain the health of IT systems and manage inventory.16. Participates in office relocation and expansion projects taking responsibility for end user relocations17. Works with local leadership to understand issues and requests and escalates those requests to IT Management.18. Other duties as assigned KNOWLEDGE, SKILLS AND ABILITIES1. Strong troubleshooting and problem solving skills2. Excellent interpersonal, written, and oral communication skills required3. Strong customer service and presentation skills4. Ability to analyse customer needs and reach acceptable solutions5. Comprehension and adherence to company procedures and policies required6. Able to perform effectively with minimal supervision, either independently or as a team member7. Knowledge of iOS mobile devices desirable8. Able to maintain confidentiality of information and systems required9. Understanding of the deployment of client systems via endpoint management tools such as Jamf, Ninja and Autopilot.10. Conduct that supports the company’s ethics, core values, and compliance programs EDUCATION AND EXPERIENCE1. Bachelor’s degree in related IT field, or appropriate IT Certification is preferred.2. 7+ years of experience in a similar hands-on role, assisting onsite and remote users required. Experience with supporting international users a plus3. Solid understanding of MS Office 365, MS Windows, Mac OS and related hardware including troubleshooting and new system setups.4. Experience managing Zoom rooms with Logitech hardware or similar 5. Experience working with an IT ticket/request system SAFETY REQUIREMENTS1. Must be committed to a high standard of safety and be willing and able to comply with all safety laws and all of our safety policies2. Must be willing to report safety violations and potential safety violations to appropriate supervisor or management AVAILABILITY REQUIREMENTS 11. Flexibility: must be regularly available as necessary or desirable to meet business needs.2. On-site Requirement: Must perform duties onsite, except those job duties which are customarily or by their nature performed offsite (such as meetings, deliveries to designated destinations, or training).3. Must be available to travel domestically to other offices within the country.

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