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Technical Support Specialist- Mumbai

Mumbai, Maharashtra IT & Digital Solutions Full Time

Job description

WHO YOU ARE

You are inspired by IKEA values and service-minded work, putting the end user and customer’s needs in focus. You enjoy working with changing business needs and priorities that require adaptation as well as taking personal leadership and acting interdependently. You also enjoy learning on the job and keeping competence up to date along with identifying and proposing improvements to IT processes and tools. You have the ability to communicate confidently and clearly in English (written and verbal). To be successful in this role you are self-reliant and motivated with a proven ability to work as part of a team as well as independently with local language skills if applicable. You have knowledge in following areas: • general understanding of the end users’ needs, IKEA business processes, Digital products and platforms at IKEA • general knowledge of relevant technology standards, trends and innovations • general knowledge of IT service management, processes and toolsets, procedures and guidelines • extensive knowledge of IKEA IT policy, guidelines and principles as well as information security and how to use them in daily job tasks • basic knowledge of accounting and finance concepts related to the procurement and lifecycle management of IT assets • general knowledge of the IKEA Digital landscape (Central and Country) and how it works for the IKEA Business • general knowledge of the IKEA IT Infrastructure standards and environment • general understanding of the business impact of service requests and incidents within the Country(s) • basic knowledge of project and change management • general knowledge of the IKEA Concept, the IKEA Brand Identity and the IKEA culture & Values In addition to this you act as an IT ambassador with the ability to communicate in a user-friendly way, and you hold the ability to effectively prioritize and execute tasks in a dynamic and fast paced environment as well as to share Digital knowledge and experience with all stakeholders.

YOUR RESPONSIBILITIES

You will be responsible for ensuring business continuity of all supported Digital products and platforms by providing technical specialist competence in an independent way, to maximize efficiencies and meet the identified business demands. You provide professional IT support with a high service level to different IKEA units (across different locations when applicable) as defined in the Service Level Agreements and implement projects and deployments within the country when required. You operate within a global Digital organization with global routines and guidelines to secure that tools are used correctly within each business unit. You will: • manage the lifecycle of all IT assets within the defined region including maintaining an accurate inventory, maintaining fixed-asset accounting register, preparing budget input, procurement of new hardware and software and implementation and configuration of new assets • lead or support on-site project implementation/deployment efforts with regard to implementation of new Digital products, lifecycle refresh of hardware solutions and all technical implementation work related to the build-up of new locations • provide 2nd level hardware and software support for end users at multiple sites within a defined region, and provide remote, after-hours support for business critical issues, aligned with Central Group Digital service operations framework • perform preventive maintenance and routine monitoring to include creation and follow-up of a service • schedule for fixed assets, daily and weekly review of all applicable monitoring tools in order to identify and avoid potential business interruptions • take necessary decisions and actions to solve issues, as well as prioritize issues according to business needs, and know when and how to escalate an issue in the support chain • ensure projects in need of Technical Support receive such support through participation in necessary project teams and actively ensuring necessary preparations and activities are in place for local projects an global deployments • provide hands-on basic technical training for onsite support staff and of new hires, including setting up and introducing technical equipment (e.g. laptops) • provide input on what digital equipment/products might be in risk of downtime and suggest solutions to ensure the business continuity plan is secured and in place for all critical equipment/products • coordinate and manage local vendors and local contact points to global vendors regarding support, upgrades, bug reporting, change requests, etc. when needed This role is located in Mumbai

ABOUT THIS WORK AREA

To be the local business partner responsible for Digital, while working as a seamless part of the global Ingka Group Digital organization. Ensure IKEA Digital products and platforms are delivered with excellence to meet the needs of customers and co-workers in order to enhance the whole IKEA shopping experience. To secure effective Information Technology (IT) that supports IKEA business processes by maintaining, developing and supporting reliable, robust and efficient Digital products and platforms. Country Group Digital contributes to the growth of IKEA and improves the customer´s life at home. Country Digital also works together with all functions to ensure co-workers have the Digital tools and capabilities they need to do their best work. Ensure Digital deployments are done with excellence and in coordination with Central Group Digital (Central) and all other country functions.