Senior Engineer - ITSD

The Senior Engineer is responsible for recording the details of reported IT service issues and service requests and working to either restore service as quickly as possible or alerting and/or escalating them to the appropriate specialist support groups. The Sr.Enigneer(End User Services -EUS) is the first point of contact between internal customers and the IT organization for workplace related request and issues. Fulfil IT service requests if can be delivered remotely after duly processed. The position requires extensive technical troubleshooting and analytical abilities and excellent customer service skills.

Primary Responsibilities

• Act as single point of contact for all internal customer IT incidents and service requests, managing these incidents and requests throughout their lifecycle
• Troubleshoot workplace related internal customer s issue via telephone or remote access and resolve upon first contact, when possible
• Accurately record and document all details of the issue or service request, including categorization and priority into the IT service desk tool (ITIL framework based)
• Troubleshoot and fix issues related to OS (windows/Mac/Linux), Windows applications (MS O365, Browser, MS Teams etc.), Printers to ensure optimal IT workplace environment
• Troubleshooting network connectivity in a LAN/WAN/Wi-Fi environment and SSL VPN establishing using RSA token related issues
• Perform active directory related operational tasks like management of user accounts, access, secure and file share groups
• Perform Exchange server operational related tasks like management of user functional mailboxes, and distribution groups etc. Also, Teams SIP account management.
• Provide "how to" assistance on all internally supported devices, applications and systems
• Escalate to appropriate on-site team or subject-matter experts in accordance to service-level agreements, and follow up on incidents or service requests when appropriate
• Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues
• Respond to end-user inquiries regarding the status of incident/service request tickets, and perform follow-ups
• Build relationships with the on-site support technicians and subject-matter experts to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded
• Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organization.
• Promote self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs
• Ensure that IT Service Desk adheres to agreed operational processes