Service Desk Engineer

This is a fully remote position, open to applicants in India.

📋 Description

• Identify and address complex problems reported by users.

• Manage system requests and prioritize high-impact tickets.

• Ensure user and system uptime through proficient remote troubleshooting.

• Collaborate with external resources and vendors to provide effective solutions.

• Address support tickets in accordance with SLAs and customer protocols.

• Configure hardware and software based on client specifications.

• Provide support for desktop computers, laptops, peripherals, and mobile devices.

• Assess new product releases and advise on upgrade timelines.

• Set up and troubleshoot domains, user accounts, and software accounts.

• Format, install, configure, maintain, and resolve issues for desktop and laptop computers.

• Conduct preventative maintenance and repairs on computers, laptops, printers, and peripherals.

• Prepare and initiate system and server updates.

• Assist with new projects and hardware deployments.

• Carry out configuration and maintenance tasks for user profiles and policies.

• Ensure compliance with software licensing agreements.

⛳️ Requirements

• A minimum of 15 years of formal education.

• Graduate or Post Graduate in Commerce.

• 2 to 3 years of relevant professional experience.

• Familiarity with remote access systems.

• Ability to oversee multiple customer accounts and tickets simultaneously.

• Proficient in troubleshooting desktops/laptops and basic networking.

• Exceptional customer support skills.

• Capability to prioritize IT tickets and respond efficiently to end users.

• Ability to resolve tickets within SLA timelines.

• Proficient in multitasking while handling various tickets and user requests.

• Knowledge of ticketing systems such as Service First.

• Experience in supporting and troubleshooting Windows 10 and Microsoft Office 2016.

• Experience in supporting printers, computer hardware, and authorized peripheral devices.

• Understanding of current IT infrastructure and basic servers.

• Ability to diagnose server issues and initiate server updates.

• Experience in configuring and maintaining user profiles and policies.

• Compliance with software licensing agreements.

🏝️ Benefits

• Equal Opportunity Employer.

• An inclusive workplace dedicated to respecting, supporting, and inspiring all individuals.

• Commitment to diversity and inclusion.

• A culture focused on employees, customers, and shareholders.