Tech Operations Analyst - Bengaluru/Bangalore @ Wells Fargo

Department Overview
The Enterprise Technology Infrastructure (ETI) team within the Enterprise Information Technology (EIT) is responsible for enterprise-wide infrastructure services across the global footprint, including networking, production services, storage, data centers, mainframe, midrange and Cloud-based systems, distributed systems, and international infrastructure.
About the Role
This role requires the team member to follow established guidelines, responds to inquiries through various methods of contacts, processing or request procedures, systems status and network connectivity, and a variety of basic to moderately complex applications and hardware /software problems.

Responsibilities

• Handles contacts from one or more lines of business.
• May serve as a resource to less experienced staff.
• May provide on-the-job training.
• Resolves most complex technical issues without additional assistance.
• Contributes to knowledge management enrichment.
• At direction of manager, may assist in training and business development projects.
• Handles contacts from one or more lines of business.
• May serve as a resource to less experienced staff.
• May provide on-the-job training.
• Resolves most complex technical issues without additional assistance.
• Contributes to knowledge management enrichment.
• At direction of manager, may assist in training and business development projects
• Builds a reputation as a recognized expert and support resource in a specific line of support.
• Submits requests to update knowledge base as needed.
• May train others in new technology."
• Identifies possible alternative solutions for problems, escalates solution for approval, helps to document and submit to knowledge base
• Identifies problem trends and escalates appropriately

• 2 year degree or equivalent combination of education and work experience
• 4 year degree preferred
• 3 years technical support or directly related experience working in a similar technical environment
• 2-3 years of Technical/Desktop Support experience within a busy, high volume call environment
• Proven track record in a desktop technical support environment
• Strong communication skills; Excellent English (Written and spoken)
• Strong customer service, analytical, and problem resolution skills.
• Is understanding of and sympathetic to client requirements
• Enterprises Mobility implementation and troubleshooting (iPhone, iPad s and Blackberry devices)
• Basic understanding of Virtual Desktop
• Experience performing remote support

• 2 year degree preferred
• ITIL/HDI Training/Certification