Service Desk Engineer (3-8 yrs)

Job Description :

- 3 - 8 years' experience in customer ServiceDesk or Help Desk environment.

- Handle Tier 1 help desk escalations through the company's internal ticketing system.

- Troubleshoot common IT problems and have a thorough working knowledge of day-to-day operating environment, available tools, and client applications.

- Perform basic windows administration such as password resets, file and folder administration.

- Basic internet connection troubleshooting, VPN troubleshooting.

- Escalates more complex technical problems to Technical Support Specialist or other IT specialists as appropriate.

- Follow up on outstanding requests and ensure timely resolution.

- Fully document troubleshooting steps and create knowledge-base articles of resolutions.

- Adhere to established IT policies, procedures and standards and ensure their conformance with information systems, goals, and procedures.

- Follow the established standards for documenting tickets, configurations, and standard operating procedures.

- Responsible for compliance policy adherence including password management, documentation, maintenance, provisioning access, and data protection procedures.

- Help minimize downtime impact on users through accurate communication and efficient problem resolution for unscheduled downtimes.

- Interact with IT management through timely reporting of operational activities, and with all team members on support issues.

Notice Period : 0 to 30 days.