Ivy is a global, cutting-edge software and support services provider, partnering with one of the world’s biggest online gaming and entertainment groups. Founded in 2001, we’ve grown from a small tech company in Hyderabad to one creating innovative software solutions used by millions of consumers around the world, with billions of transactions taking place to head even some of the biggest technology giants. Focused on quality at scale, we deliver excellence to our customers day in and day out, with everyone working together to make what sometimes feels impossible, possible.

This means that not only do you get to work for a dynamic organization delivering pioneering technology, gaming and business solutions, you can also have an exciting and entertaining career. At Ivy, Bright Minds Shine Brighter. 

Purpose of Role

The Engineer - ITSD (End User Services -EUS) is the first point of contact between internal customers and the IT organization for workplace related request and issues. The analyst is responsible for recording the details of reported IT service issues and service requests and working to either restore service as quickly as possible or alerting and/or escalating them to the appropriate specialist support groups. Fulfil IT service requests if can be delivered remotely after duly processed. The position requires extensive technical troubleshooting and analytical abilities and excellent customer service skills.

Primary Responsibilities

• Act as single point of contact for all internal customer IT incidents and service requests, managing these incidents and requests throughout their lifecycle
• Troubleshoot workplace related internal customer’s issue via telephone or remote access and resolve upon first contact, when possible
• Accurately record and document all details of the issue or service request, including categorization and priority into the IT service desk tool (ITIL framework based)
• Troubleshoot and fix issues related to OS (windows/Mac/Linux), Windows applications (MS O365, Browser, MS Teams etc.), Printers to ensure optimal IT workplace environment
• Troubleshooting network connectivity in a LAN/WAN/Wi-Fi environment and SSL VPN establishing using RSA token related issues
• Perform active directory related operational tasks like management of user accounts, access, secure and file share groups
• Perform Exchange server operational related tasks like management of user & functional mailboxes, and distribution groups etc. Also, Teams SIP account management.
• Provide "how to" assistance on all internally supported devices, applications and systems
• Escalate to appropriate on-site team or subject-matter experts in accordance to service-level agreements, and follow up on incidents or service requests when appropriate
• Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues
• Respond to end-user inquiries regarding the status of incident/service request tickets, and perform follow-ups
• Build relationships with the on-site support technicians and subject-matter experts to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded
• Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organization.
• Promote self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs
• Ensure that IT Service Desk adheres to agreed operational processes

Essential

• Strong IT service support experience in executing corporate IT related tasks within service level agreements
• Minimum 4 - 6 years of relevant IT support services experience
• Sound technical knowledge on Microsoft Windows 10, Azure AD and Office 365 etc.
• Working knowledge on Active directory, Azure AD, Exchange & MS Teams user account and Secure groups management related tasks
• Strong troubleshooting and analytical skills and Working knowledge on remote assist tools
• Strong professional communication skills – capable of communicating with both technical and non-technical remote customers
• Strong service focus – able to resolve problems under high workload and customer frustration
• Ability to learn new technologies and applications
• Solid written and verbal communication skills with Strong English language skills are mandatory
• Strong time management skills

Desired

• Experience with Service Now
• Knowledge on ITIL framework
• Knowledge on supporting Mac machines, Mobile devices (IOS, Android & Windows)

At Ivy, we know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning.

Depending on your role and location, you can expect to receive benefits like:

• Safe home pickup and home drop (Hyderabad Office Only)
• Group Mediclaim policy
• Group Critical Illness policy
• Communication & Relocation allowance
• Annual Health check

And outside of this, you’ll have the chance to turn recognition from leaders and colleagues into amazing prizes. Join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.  

Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.

At Ivy, we do what’s right. It’s one of our core values and that’s why we're taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, across any protected characteristic, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated.