Service Desk Engineer

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

📋 Description

• Identify and address intricate issues reported by users and system requests.

• Manage high-priority tickets.

• Ensure user and system uptime through proficient remote troubleshooting.

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

• Oversee multiple customer accounts.

• Resolve support tickets in accordance with Service Level Agreements and customer policies/procedures.

• Configure hardware and software to meet customer specifications.

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

• Assess new product versions and recommend upgrade timelines.

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

• Format, install, configure, maintain, and troubleshoot desktop and laptop computers.

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

• Prepare and initiate system and server updates as required.

• Assist in the development and execution of new projects and hardware installations.

• Carry out configuration and maintenance tasks related to user profiles and policies.

• Ensure compliance with software license agreements.

⛳️ Requirements

• A minimum of 15 years of formal education.

• Graduate/Post Graduate in Commerce.

• 2 to 3 years of relevant professional experience.

• Familiarity with remote access systems.

• Ability to manage multiple customer accounts efficiently.

• Knowledge of troubleshooting for desktops and laptops.

• Basic understanding of networking concepts.

• Exceptional customer support abilities.

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

• Ability to close tickets within the established SLA.

• Proficient multitasking skills while handling multiple tickets and user requests.

• Familiarity with ticketing tools such as ServiceFirst.

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

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

• Understanding of the existing IT infrastructure and basic servers.

• Ability to diagnose server issues and initiate server updates.

• Competence in configuring and maintaining user profiles and policies.

• Knowledge of compliance with software license agreements.

🏝️ Benefits

• Equal Opportunity Employer.

• Commitment to an inclusive and non-discriminatory workplace.

• Employee-focused priorities.

• Emphasis on workplace diversity and inclusion.