Service Desk Engineer

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About TMF Group

TMF Group is a leading provider of administrative services, helping clients invest and operate safely around the world. As we re a global company with 11,000+ colleagues based in over 125 offices across 87 jurisdictions, we actively seek out people with the talent and potential to flourish at TMF Group, whatever their background, and offer job opportunities to the broadest spectrum of people. Once on board we nurture and promote talented individuals, making sure that senior positions are open to all.

TMF India is a Great Place to Work, ISO ISAE certified organization.

About the role

The Global enterprise services engineer operations will be responsible for managing the BAU operations and stability of the enterprise services that TMF IT delivers to its internal customers

In this role, the candidate will need to:

• IT support for Office 365, On-Premise active directory and On-premise Exchange
• Available and willing for participating in On-Call Support beyond normal business/work hours to support Global support model of operations
• Supports UC Leads/ L3, senior Leads in execution and implementation of BAU activities or other activities as tasked time to time or case to case basis.
• Provide upto level 3 BAU support on below service:
• Office365 (Exchange online, AzureAD, Teams, Teams Telephony, Office365 security and compliance)
• Available and willing to work in shifts across the time zones in support of Global Service Model
• Collaborate closely with the Operation Teams
• Assist and collaborate with other Infra-Leads/architects like DC, EUC, Infosec etc. wherever UC related engagement is required
• Participate in Vendor engagement to conduct and drive activities like Problem Management, RCA, SLA compliance, Risks and Issues
• Generate ideas for improvement based on experience
• Assess and work proactively on identifying and mitigating risks to the service delivery
• Understands personal development areas and is driven to bridge gaps.
• Will ask relevant questions and maintain communication to improve business awareness/ knowledge
• Willing to learn and adapt quickly with the technology changes and Infrastructural reforms
• Be aware of client contracts/requirements
• Work under direct supervision and review of Leads/Global UC Head

Desired Candidate Profile

• At least 3+ years of experience in a technical support role.
• Good Communication Skills and basic Technical Troubleshooting skills.
• Be the first point of contact for all end users related enquiries
• To provide a first level troubleshooting steps for the tickets assigned into Global Service Desk Team
• Remotely support end users problems by using remote support tools
• Opens, logs, prioritizes, assigns, and closes calls logged in the ITSM
• Work on the ITSM tool (Remedy ticketing system) based on the ITIL methodology
• Escalates tickets which have not been resolved by SD, in accordance with the escalation procedures.
• Provides status and updates on tickets to authorized users.
• Ability to work on the shifts (24/7) to be able to support the global business
• Be flexible with shift timings to support client requirements. Additionally might need to support additional hours and if needed work on weekends based on business requirement.
• Facilitate and support recommendations for creation/updates to operating procedures to be updated in the KB database.

Whats in it for you

Pathways for career development

• Work with colleagues and clients around the world on interesting and challenging work;
• We provide internal career opportunities so you can take your career further within TMF;
• Continuous development is supported through global learning opportunities from the TMF Business Academy.

Making an impact

• You ll be helping us to make the world a simpler place to do business for our clients;
• Through our corporate social responsibility program, you ll also be making a difference in the communities where we work.

A supportive environment

• Strong feedback culture to help build an engaging workplace;
• Our inclusive work environment allows you to work from our offices around the world, as well as from home, helping you find the right work-life balance to perform at your best.

Other Benefits

• Anniversary Birthday Leave policy
• Be part of One TMF
• Paternity Adoption leaves
• Salary advance policy
• Work flexibility Hybrid work model
• Talk about growth opportunities (we invest in talent)
• Well-being initiatives