Corporate IT Operations - Specialist
FICO · Bengaluru, Karnataka, India
- On site
- Full-time
- $75,000 / year
- Bengaluru, Karnataka, India
Job highlights
- Provide technical support for FICO employees and infrastructure.
- Troubleshoot and resolve incidents via phone, chat, email, walk-ins.
- Manage helpdesk requests including OS, software, and antivirus issues.
- Experience with Windows, Mac, SCCM, VPN, RSA, Active Directory required.
- Work in a 24x7 environment with rotating shifts.
About the role
IT Support Specialist
FICO (NYSE: FICO) is a leading global analytics software company, helping businesses in 100+ countries make better decisions. Join our world-class team today and fulfill your career potential!
The Opportunity
As an IT Support Specialist, you will join a team of Engineers who are motivated to deliver best in class technical service within a fast paced and complex environment. As a member of this World class team you will support for technical issues affecting FICO employees and infrastructure. - Vice President, Corporate Technology Services
What You’ll Contribute
- Diagnose, prioritize, troubleshoot and resolve incidents and incidents reported by the users via telephone, chat, email or walk-ins.
- Identify and escalate tickets requiring urgent attention and action.
- Log all contacts and document all the activities and results accurately and completely in the incident management tool.
- Dealing with and resolving helpdesk requests e.g. Outlook issues, Operating system issues, printer, Standard software and Antivirus.
What We’re Seeking
- Experience in Mac and Windows Operating System, SCCM, VPN, RSA & Active Directory.
- Awareness of basic networking concepts, DHCP, DNS, TCP/IP, VPN and technologies.
- Proven communications skills (verbal and written).
- Knowledge on MSDN accounts, WebEx account & Software Assignment.
- Knowledge on ITIL Framework and Terminologies.
- Demonstrated problem solving capabilities.
- Route/Assign tickets to the appropriate support group, if necessary.
- Adhere to established Service Levels Agreements and ensure to follow up on the ticket in a timely manner.
- Knowledge on Software Center Configuration Manager, Software center & RSA.
- Open to working in a 24x7 environment with rotating shifts and rotating weeks off.
Our Offer to You
- An inclusive culture strongly reflecting our core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others.
- The opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences.
- Highly competitive compensation, benefits and rewards programs that encourage you to bring your best every day and be recognized for doing so.
- An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie.
Why Make a Move to FICO?
At FICO, you can develop your career with a leading organization in one of the fastest-growing fields in technology today – Big Data analytics. You’ll play a part in our commitment to help businesses use data to improve every choice they make, using advances in artificial intelligence, machine learning, optimization, and much more.
FICO makes a real difference in the way businesses operate worldwide:
- Credit Scoring — FICO® Scores are used by 90 of the top 100 US lenders.
- Fraud Detection and Security — 4 billion payment cards globally are protected by FICO fraud systems.
- Lending — 3/4 of US mortgages are approved using the FICO Score.
Global trends toward digital transformation have created tremendous demand for FICO’s solutions, placing us among the world’s top 100 software companies by revenue. We help many of the world’s largest banks, insurers, retailers, telecommunications providers and other firms reach a new level of success. Our success is dependent on really talented people – just like you – who thrive on the collaboration and innovation that’s nurtured by a diverse and inclusive environment. We’ll provide the support you need, while ensuring you have the freedom to develop your skills and grow your career. Join FICO and help change the way business thinks!
Learn more about how you can fulfil your potential at www.fico.com/Careers
FICO promotes a culture of inclusion and seeks to attract a diverse set of candidates for each job opportunity. We are an equal employment opportunity employer and we’re proud to offer employment and advancement opportunities to all candidates without regard to race, color, ancestry, religion, sex, national origin, pregnancy, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Research has shown that women and candidates from underrepresented communities may not apply for an opportunity if they don’t meet all stated qualifications. While our qualifications are clearly related to role success, each candidate’s profile is unique and strengths in certain skill and/or experience areas can be equally effective. If you believe you have many, but not necessarily all, of the stated qualifications we encourage you to apply.
Information submitted with your application is subject to the FICO Privacy policy at https://www.fico.com/en/privacy-policy
Key skills/competency
- IT Support
- Technical Service
- Incident Management
- Helpdesk Support
- Windows Operating System
- Mac Operating System
- Networking Concepts
- ITIL Framework
- Problem Solving
- Customer Service
Skills & topics
- IT Support Specialist
- Technical Support
- Helpdesk
- Windows OS
- Mac OS
- SCCM
- VPN
- Active Directory
- ITIL
- Networking
How to get hired
- Tailor your resume: Highlight experience with Mac/Windows OS, SCCM, VPN, RSA, and Active Directory. Emphasize problem-solving and communication skills.
- Showcase technical skills: Detail your knowledge of networking concepts like DHCP, DNS, TCP/IP, and ITIL framework.
- Prepare for interviews: Be ready to discuss troubleshooting scenarios and how you handle urgent tickets and SLAs.
- Understand FICO's culture: Research their values (Act Like an Owner, Delight Our Customers, Earn the Respect of Others) and mention them.
- Highlight adaptability: Express willingness to work in a 24x7 environment with rotating shifts.
Technical preparation
Behavioral questions
Frequently asked questions
- What are the key technical skills required for the IT Support Specialist role at FICO?
- The IT Support Specialist role at FICO requires experience with Mac and Windows Operating Systems, SCCM, VPN, RSA, and Active Directory. A strong awareness of basic networking concepts such as DHCP, DNS, and TCP/IP is also essential. Knowledge of the ITIL Framework and terminologies is highly valued.
- What kind of support responsibilities does an IT Support Specialist at FICO handle?
- An IT Support Specialist at FICO is responsible for diagnosing, prioritizing, troubleshooting, and resolving technical incidents reported by users through various channels like phone, chat, email, or walk-ins. This includes handling helpdesk requests for issues related to Outlook, operating systems, printers, standard software, and antivirus.
- Is FICO's IT Support Specialist role a remote or on-site position?
- The job description indicates the need to work in a 24x7 environment with rotating shifts and rotating weeks off, which typically suggests an on-site or hybrid work arrangement. While not explicitly stated as remote, candidates should confirm the specific work arrangement during the application process.
- What is FICO's culture like, and how can I align my application with it?
- FICO fosters an inclusive culture with core values: Act Like an Owner, Delight Our Customers, and Earn the Respect of Others. To align your application, emphasize your problem-solving capabilities, customer focus, and willingness to take ownership of issues. Highlight your commitment to meeting Service Level Agreements and contributing to a team environment.
- What are the typical working hours for an IT Support Specialist at FICO?
- The IT Support Specialist position at FICO requires flexibility to work in a 24x7 environment with rotating shifts and rotating weeks off. This means your working hours will vary and may include nights, weekends, and holidays as part of a shift rotation.
- Does FICO offer opportunities for professional development for IT Support Specialists?
- Yes, FICO offers the opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences. They provide support and freedom for employees to develop their skills and grow their careers within the company.