Specialist II - IT Support
Pune, India
Shared Services – IT /
Employee, Full Time /
Hybrid
What you'll do
- You will help us provide TomTom employees with the best experience possible.
- Diagnose and resolve complex hardware and software issues.
- Provide advanced support for operating systems (Windows, Mac OS and Linux), networking, web applications, and enterprise application landscapes.
- Escalate unresolved issues to appropriate teams and ensure timely resolutions, owning issues that have been escalated.
- Apply ITIL-based processes including incident management, service request fulfillment, problem management, and change management.
- Document technical issues and solutions for knowledge sharing and root cause analysis.
- Communicate effectively with users at all levels, providing clear guidance and managing expectations.
- Offer workarounds and realistic timelines for resolution.
- Analyze service desk data and propose strategic improvements.
- Maintain high-quality service delivery and ensure adherence to best practices.
- Prioritize tasks efficiently and manage the workload effectively.
- Develop and deliver technical training materials and workshops.
- Mentor and coach junior support staff.
- Partner with project managers during technology rollouts.
- Work closely with application owners and subject matter experts to implement innovative solutions.
- Propose solutions to problems at scale to maximize impact.
- Collaborate with internal and external teams to ensure comprehensive support strategies.
- You will be involved in making all of us better every day, see something we can do better, let’s involve you in that change!
- You will help our internal customers via online chat, face-to-face, mail, and support platform, working from our India office located in Pune.
- Support Microsoft Teams broadcasts and internal events in our offices, and occasionally off site ranging from team events of 20 people to all hands broadcasts for the entire company.
What you'll need
- Must have
- Can do mentality, always starting with a yes.
- Passionate about enabling TomTom’ers
- Proven experience in IT support with strong troubleshooting skills and minimum 5 years of hands-on experience.
- In-depth knowledge of operating systems with 5+ years working experience in Windows, 3+ years in Mac OS, and 2+ years in Linux.
- Good understanding of networking technologies with 3+ years of experience.
- Familiarity with IT service management frameworks. (e.g., ITIL).
- Strong problem solving and analytical abilities.
- Excellent communication and interpersonal skills in English.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience in training and mentoring technical staff.
- Ability to analyze data and implement process improvements.
- Hands on experience with Microsoft 365.
- Hands on experience in Managing Exchange online and Microsoft cloud resources.
- Solid understanding and hands-on experience in current client deployment technologies such as Windows Autopilot and management of endpoints via MDM platforms. (InTune and Jamf experience desirable)
- Working understanding of SSO and Multi Factor Authentication.
- Good working knowledge of Android and iOS.
- Solid understanding of asset lifecycle management, and how it enables IT support.
- Experience and vendor management and procurement of IT hardware.
- Experience in supporting meeting rooms and Audio / Video conferencing solutions.
- Managing stakeholder expectations, keeping everyone up to date.
- Practical, flexible, and innovative approach to work.
- Able to prioritize and handle stressful situations.
- Flexible to travel to remote sites as needed.
- Nice to Have
- 1+ year of experience with solving issues in meeting rooms and printers
- 2+ years working experience with a Linux distribution
- 4+ years experience with Azure Active Directory / EntraID
- 3+ years experience with MDM platforms
- 1+ years experience managing iOS / Android devices.
- Cisco CCNA
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
