IT Support Analyst

Join the leader in entertainment innovation and help us design the future. At Dolby, science meets art, and high tech means more than computer code. As a member of the Dolby team, you’ll see and hear the results of your work everywhere, from movie theaters to smartphones. We continue to revolutionize how people create, deliver, and enjoy entertainment worldwide. To do that, we need the absolute best talent. We’re big enough to give you all the resources you need, and small enough so you can make a real difference and earn recognition for your work. We offer a collegial culture, challenging projects, and excellent compensation and benefits, not to mention a Flex Work approach that is truly flexible to support where, when, and how you do your best work.

Summary Description

The IT Support Analyst will be responsible for managing all elements of supporting an office. Your responsibility ranges from the day-to-day support of users, configuring computer systems, mobile device support, ordering and managing hardware stocks to communicating throughout the organization in your office and with remote users and offices. You will be on the ground to provide assistance for any local infrastructure such as servers, virtual environments, internet/intranet, video conferencing and more. Working directly with other IT teams to assist in supporting your users in the APAC. This position is located in our Bangalore office and reports directly to the IT Support Manager in Beijing.

Essential Job Functions:

• Delivers support for any user related service request. You are an expert in working with Microsoft Window and macOS to diagnose, troubleshoot and resolve complex computer operation systems issues. You have a broad knowledge of applications and how to resolve standard user issues. You meet or beats service level commitments as defined by management and end-users.
• Process orientated and structured delivery of responding to tickets and meeting the SLA’s defined. In your day to day deliveries you are meeting, corporate policy, corporate standards, and compliance requirements.
• Communication is what drives the success of this role. You are efficient and effective in working with users throughout different layers in the organization. You are the liaison between the various IT initiatives and provide timely updates to users or back into IT.
• Deskside services, e.g. PC hardware and operating system, standard applications, printing, telephony, video conferencing, messaging, enterprise applications, remote access, etc.
• Meets or beats service level agreements as defined by management and end-users. Following the best practice on service requests including:
  • Service Request
  • Incident Management
  • Problem Management
  • Access Management
  • Change Management
• Provide onsite IT support including maintain and audit IT inventory, maintain IT devices/environment in the office, and dispose of old IT equipment; execute IT projects or global roll outs, including but not limited to replacing/deploying video conferencing devices, printers, or WiFi access points.
• Delivers exemplary customer service and maintains a high level of customer satisfaction.
• Supports our growth within the region by contributing to IT service enhancements and projects.
• Develop and implement strategies for improving the effectiveness and efficiency of deskside services.
• Project manages and executes IT service enhancements and projects as assigned.
• Trains and consults with end users and management regarding IT services.

Job Expectations:

• Occasionally work during odd hours to support project go lives or coordinate with team members in other time zones for critical projects.
• Performs duties as assigned by immediate supervisor.
• Performs tasks necessary to complete performance objectives.
• Assists team members as needed.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self motivated and directed.

Requirements:

• 5+ years of experience in delivering onsite end user IT support.
• Required to have strong knowledge and experience of Microsoft operating systems and applications like Windows desktop, remote desktop, and virtual Windows; Microsoft SCCM; Apple JAMF; Office suite, Intune, etc
• Understanding of Administration and troubleshoot network operations on a day-to-day basis.
• You have experience with using Active Directory tools.
• ITIL Based Service Delivery tools (ServiceNow).
• Microsoft office suite support, including email, Word, Excel, PowerPoint, and Teams.
• General applications support this ranges from client backup software to remote connection software.
• Multifunctional devices or stand alone printers.
• Video conferencing or presentational display devices.
• Required to independently install electronic equipment up to 20 kg.
• Required proficiency in verbal and written business communication skills.
• Required to speak and write English fluently.
Occasional business travel is required.

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