Service Desk Engineer

About Us

Established in the year 2000 in the US, we have global offices in the US, India, UK, Australia, Mexico, and Canada, with best-in-class infrastructure and development facilities spread across the globe. We are an end-to-end solution provider in Banking & Financial Services, Telecom, Healthcare, Manufacturing & Energy verticals and have successfully delivered $1 billion worth of projects for more than 20 Fortune 500 companies.

Position Name

Service Desk Engineer

Experience

1-5 years

Location

Bangalore

Shift Timings

Custom

Job Description

• Provide remote support to customers worldwide, addressing technical issues promptly and professionally.
• Troubleshoot and resolve software and hardware problems related to Windows OS, Office Products, VPN / Citrix, Network Permissions, Software Installations, Active Directory Account Maintenance, Vendor Coordination in logging complaints / warranty claims of HW, Printer / Plotter configuration.
• Using Service Now Tool to log, track, update and resolve the tickets.
• Collaborate with cross-functional IT Teams, including Server, Security, Network and Messaging Teams to resolve complex technical issues and contribute to improving overall IT Infrastructure.
• Continuous update and maintain knowledge base articles to enable efficient self-service solutions for common problems.
• Deliver exceptional customer service by effectively communicating technical information in a clear and concise manner.
• Identify trends and recurring issues, providing insights to management for potential process improvements.
• Actively participate in Teams Meetings, Training Sessions, and Knowledge Sharing Activities to enhace technical skills and stay updated on new technologies.

Requirements:

• Proven experience as a Support Desk Analyst or in a similar technical support role, preferably in Global Environment (>5 years of experience).
• Strong knowledge and experience with Office Products, VPN, Citrix, Network Permissions, Software Installations, Active Directory Maintenance. Printer Configuration (Local & Network), Shared Folder Permissions etc.
• Familiarity with ServiceNow is a plus.
• Excellent analytical abilities, problem solving and troubleshooting skills with a customer-centric approach.
• Ability to work effectively in a fast-paced environment, managing multiple priorities and meeting deadlines.
• Strong communication and interpersonal skills to collaborate with cross-functional IT Teams and interact with customers from diverse backgrounds and spread across the globe.
• Willingness to work in rotational shifts to provide 24x7 support coverage and work from office.

Competencies

Key Skills

MS Teams

Citrix

Active Directory

Soft Skills

Strong Communication skills

Qualification

Any Bachelors/Masters Degree

Certifications

Not Applicable