Our IT Infrastructure Service Line is looking forward to hire an IT Service Desk Engineer who thrives on challenges and desires to make a real difference in the business world.
The shortlisted candidate should have strong communication, interpersonal, analytical, and problem-solving skills. Should have an ability to effectively communicate complex technical issues within the team, and is able to work individually or as part of a team to achieve project goals.
You are required to have skills in the following areas :
Overall 2-4 yrs of experience in IT Service Desk.
Must be experienced in troubleshooting complex issues.
2+ years of experience supporting wide multiple versions of the operating system, which include XP, WIN 10, WIN 8, and MAC.
2+ years experience in Microsoft systems functionality &troubleshooting ability.
Strong writing and documentation skills a must including being able to train other Engineers as and when required.
Strong organization and communications skills (both spoken and written); must clearly communicate technical issues and resolutions to the team, customers, and management.
Utility software technical knowledge such as Antivirus, Proxy Client.
Demonstrate a high level of customer relationship skills which includes email etiquette, Office & BAU operations.
2+ years experience in handling Microsoft office suite functionality and troubleshooting skills.
Excellent Hardware and software troubleshooting skills.
Demonstrate strong analytical and problem-solving skills on workstations/client and server and business applications.
A Bachelor’s / Master’s Degree in Computer Engineering, Information Technology or related field preferred and 2+ years of relevant work experience in Desktop and Laptop support.
Basic knowledge of VMware experience a plus
Microsoft Certification a definite PLUS
Experience in Active Directory and MS Exchange, DNS, DHCP is a plus
Hands-on experience in responding, tracking, and following up to telephone, emails, and end-user requests for support.
Good phone etiquette and the ability to diffuse agitated situations
Allocation of unresolved incidents to the appropriate team.
Good coordination with L2 and L3 teams as and when required and ensure that the issue is addressed and closed on time.
Monitoring & Tracking, reviewing the progress of an incident, and keeping the customer informed.
Additional certification of CCNA, MCSE, or MCP is an advantage.
Experience in Windows and Network Management is a plus.
Experience in handling basic Exchange issues.
Experience in handling VPN/Wireless and Network connectivity (LAN) issues.
Familiarity with Telecommunications Services including VOIP, Wireless and video conferencing.
Knowledge of SQL is a plus. (Installation and configuration)
Familiarity with Security services including Antivirus, VPN, Digital certificates.
Roles and Responsibilities
Ability to manage a variety of technically complicated tasks effectively
Demonstrated initiative with commitment and ability to work under pressure and meet tight deadlines while still maintaining high-quality standards.
Should be willing to work in a 24/7 environment.
Experience in Remote support and troubleshooting skills.
Installation and Administration of Microsoft office suites.
Managing disk/folder sharing and permission setting in desktops.
Download, Test and install critical patches released by OEM Vendors post-approval.
If required format and re-install of software and configure hardware as requested.
Add and remove Hardware accessories /devices and peripherals.