Senior Support Engineer - Monitoring Tools (5-8 yrs)

This role is based in India with working from Chennai Office. It includes regular interaction with other geographically located teams and users. Work on Global Service Desk Team manage Helpdesk Calls, Emails and support applications supported by Desktop Team

Key Responsibilities :

- Answer the Service Desk phone, emails and walks ups.

- Accurately log all faults and requests on Jira Service Desk.

- Actively monitor and progress all incidents and service requests to ensure resolution within SLA.

- Complete Service Desk communications to the business and internal IT teams for incidents.

- Ensure appropriate escalation, co-ordination, conferencing, and resource for critical and major incidents.

- Coordinate with the business PC moves and similar projects.

- Monitor critical and essential systems using the monitoring tools provided.

- Effectively resolve issues and calls raised or allocate to an appropriate 3rd line resource.

- Monitor server and network alerts.

- Mentor 1st Line Service Desk and Work with 3rd Line to develop competency and learn new technologies.

- Set up remote access and provide documentation and user demonstration.

- Support and configures printers, PC's and associated peripherals, phones etc.

- Carry out any other tasks as agreed by the Service Desk Manager.

- Should be able to work and execute desktop projects like laptop upgrade, OS upgrade and other relevant technologies.

Essential (5-7 Years of experience) :

- Familiar with Microsoft Azure Virtual Desktop and other Microsoft Applications

- Laptop (Windows & Mac) Build and Troubleshoot

- Cisco VPN, Active Directory, Networking Configuration, Server, Switch, Operating Systems, Call Centre Applications

- Monitoring tools like PRTG, Open Search, Nagios

- Available to work on 24X7 support as per requirement