Job Description :
Our IT Infrastructure Service Line is looking forward to hire anIT Service Desk Engineerwhothrives 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 2-5yrs 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, andMAC.
  • 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 andresolutions 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.

Desirable Skills:

  • A Bachelor’s / Master’s Degree in Computer Engineering, Information Technology or related fieldpreferred 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 stillmaintaining 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.

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