Analyst, IT Support

Who we are:

Cactus Communications (www.cactusglobal.com ) is a leading provider of communication solutions, including academic and scientific editing, medical communications, publication support services, English language workshops, transcription, and translation. Our company mission is to enable growth through effective communication.

Editage (www.editage.com), a division of Cactus Communications is a consumer-technology business that helps researchers, scientists and doctors overcome barriers of the English language in getting their cutting-edge research published globally. Having worked with over 250,000 scientists globally, supporting almost a million papers, Editage is now working with societies, publishers and universities to help bring the world’s best and most important research to public around the world, thinking beyond the traditional article that has served research publishing for over 2 centuries.

People with an international work experience will feel at home with the work culture at CACTUS. 
CACTUS was placed 1st among mid-sized Indian companies in the 2017 Great Places to Work survey: http://bit.ly/2uiJmUv  
We were recently ranked #18 in the top 25 Best Small & Medium Workplaces in Asia – 2018, a study conducted by Great Place to Work® Institute
CACTUS was also ranked 1st as Best Organization for Women Empowerment / Women Talent Development in 2019

We are looking for a self-motivated person, with at least 3+ years of experience Proven and work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role and also:

  • Is strong with Email (Exchange), Windows OS and Systems.
  • Has good communication skill.
  • Has hands-on experience on Linux/Mac OS environments.
  • Has a good understanding of computer systems, mobile devices, and other tech products.
  • Has the ability to diagnose and troubleshoot basic technical issues and familiarity with remote desktop applications and help desk and ticketing software.
  • Is excellent in problem-solving and communication skills ability to provide step-by-step technical help, both written and verbal
  • An additional certification in Microsoft, Linux, MAC, ITIL or similar technologies is a plus.

You will be required to:

  1. Diagnose and troubleshoot technical issues, including Laptop configuration, account setup and network configuration.
  2. Drive technical issues till resolution, within agreed time limits.
  3. Ensure all issues are properly logged and communicated to the end user on a timely basis.
  4. Prioritize and manage Incidents and Service requests.
  5. Document technical knowledge in the form of notes and manuals

 

The following would help you be an ideal fit for this role:

  1. Should be comfortable for 24x7 Support.
  2. Should research and identify solutions of software and hardware issues
  3. Ask customers targeted questions to quickly understand the root of the problem.
  4. Excellent listening and questioning skills,
  5. Interact confidently with clients to establish what the problem is and explain the solution. Either via phone, email or chat, until they’ve solved a technical issue on remote locations
  6. Properly escalate unresolved issues to appropriate internal SME’s or teams or external vendor and follow-up till closure
  7. Provide prompt and accurate feedback to end users
  8. Refer to internal knowledge database or external resources to provide accurate tech solutions
  9. Follow up with clients to ensure their IT systems are fully functional after troubleshooting
  10. Prepare accurate and timely reports
  11. Have a Bachelor's degree in B.Sc/BCA/B.Tech/BE
  12. Have 3+ years of experience
  13. Have sufficient knowledge about Windows OS & Hardware troubleshooting, Office 365 Email, Skype, OneDrive related issue.
  14. Professional certification in MCITP, CCNA, MCSE, MCSA, ITIL will be a plus

Job location: 
Andheri (East), Mumbai, India

Application process

If you feel this is the role for you go ahead and email your resume to behappy@cactusglobal.com.

At CACTUS, we believe we put our best work forward when our employees bring together ideas that are diverse in thought. We are proud to be an equal opportunity workplace and are committed to equal employment opportunity regardless of race, colour, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or any other characteristic protected by applicable federal, state or local law. In addition, CACTUS will provide reasonable accommodations for qualified individuals with disabilities. If you have a disability or special need, we would like to know how we can better accommodate you.

FRAUD ALERT

All authorized CACTUS recruiters use @cactusglobal.com email addresses. Please do not entertain job offers or interview requests from anyone using other domain names. Tell me more.

  1. CACTUS recruiters will never ask for money/fees to process your job application.
  2. All job applications are processed by our in-house recruiters. We are not associated with any third parties.
  3. If you are unsure about the authenticity of any emails/communication from people claiming to represent CACTUS, please contact behappy@cactusglobal.com and we will get back to you with a confirmation.

Cactus Communications Pvt. Ltd.
A/603, Satellite Gazebo, Guru Hargovind Singh Marg,
Andheri (East), Mumbai - 400093, India
Phone: +91–22–67148888 Fax: +91–22–67148889
Career Enquiries: behappy@cactusglobal.com