IT On-Site Support Lead

Company Overview:

NXP India - Global IT Support provides a proactive and predictive support framework via site IT managers, on-site support, service desk, and executive support, with the aspiration of creating a flawless user experience. We are enabling stakeholders with self-help tools, immediate remote support, and hands-on support.

Position Overview:

We are seeking an experienced and proactive Onsite Support Service Lead to join our dynamic team. The successful candidate will be responsible for researching and identifying solutions to software and hardware issues, diagnosing, and troubleshooting technical issues, and providing prompt and effective support to end-users. The Onsite Support Service Lead will play a critical role in ensuring the smooth operation of IT systems and delivering exceptional user experiences.

Responsibilities:

• Research and identify solutions to software and hardware issues.
• Diagnose and troubleshoot technical issues, including account setup and network configuration.
• Utilize ITIL process knowledge to handle service now efficiently.
• Handle multiple engineering lab devices effectively.
• Ask end users targeted questions to quickly understand the root of the problem.
• Track computer system issues through to resolution, within agreed time limits.
• Provide technical support to end-users via phone, email, or chat until issues are resolved.
• Properly escalate unresolved issues to appropriate internal teams (e.g., SCCM, AD, Network Teams).
• Provide prompt and accurate feedback to users.
• Ensure all issues are properly logged and documented.
• Prioritize and manage several open issues at one time effectively.
• Follow up with users to ensure their IT systems are fully functional after troubleshooting.
• Prepare accurate and timely reports as required.
• Document technical knowledge in the form of notes and manuals.
• Plan, conduct and execute various events in sites
• Maintain positive and jovial relationships with clients.

Job Qualifications:

• Bachelor’s degree or advanced diploma with computer science, information systems or hardware.
• 10+ years hands on experience in the computer domain.
• Certification related to computer engineering is an added value.

Skills:

• Demonstrate high levels of drive along with willingness to collaborate and problem-solving skills.
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, or similar role.
• Hands-on experience with Windows/Linux/Mac OS environments.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and troubleshoot basic technical issues.
• Excellent problem-solving and communication skills.
• Ability to provide step-by-step technical help, both written and verbal.
• Structured way of working, good interpersonal skills, and ability to communicate efficiently with a global team.
• Quick understanding of new topics and ability to guide teams towards the best possible solutions.