Established in January 2019, Alphalake Ai is a managed automation and AI services company driving digital health transformation in healthcare and life science. We specialise in intelligent automation, RPA, data and decision making science, AI app development and remote working solutions.
Our main customer in the UK is the National Health Service (NHS) , whilst we have recently started exploring new markets in the Middle East and Australia. We have a team who work in India with a view to establishing India as a global tech support hub for our aspiring global business.
We support our customers in four key areas:
- Intelligent Automation
- Application Integration
- Data Science
- Digital Health
The Opportunity
We are looking for technically skilled candidates with excellent interpersonal skills for IT Support Engineer.
In your role as a remote support engineer, you'll cover one or more areas of expertise. You will be the anchor techie in India supporting the IT Service Desk and also assist with Robotic Process Automation (RPA) installations for our corporate clients across Indian and UK markets.
Summary Of The Role
- Research and identify solutions to software and hardware issues
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Ask customers targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limits
- Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
- Maintain jovial relationships with clients
Preferred Qualification
Although open to all graduates, knowledge and experience in the following subjects may improve your chances:
- Bachelor's Degree in Information Technology, Computer Science
- Fundamental understanding of Networking, preferably certified to Cisco CCNA
- Microsoft InTune or MDM experience preferred
- 3+ years working with Microsoft Windows Server
- 3+ years working with Vmware or Hyper V
- Some Microsoft Azure Active Directory experience preferred
- Work with Okta and/or other SSO such as Azure AD preferred
- Some PowerShell scripting experience preferred
- Robotic Process Automation experience preferred
- 3+ years experience working in an IT support role
- 3+ years experience working with clients in UK, US or other English speaking country
- 5+ years of experience in full time work
Skills
The following are the skills expected in all applicants:
- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician 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
- Familiarity with remote desktop applications and help desk software (eg. Zendesk / ServiceNow)
- Excellent problem-solving and communication skills
- Ability to provide step-by-step technical help, both written and verbal