Senior Service Desk Engineer

Job Profile:

As a Help Desk Technician in IT, you will be responsible for providing collaborative day-to-day Level I/II support of business applications and end-user hardware and software. The IT Operations team will collaboratively provide global support including, but not limited to, response and resolution of Incidents, Problems, and Requests via phone, ITSM portal, and e-mail. This individual must be a clear candid communicator, highly motivated, emotionally intelligent, and have a proven track record of teamwork, execution, and customer-service.

About You
• Strong customer-service, problem-solving, and leadership skills
• Excellent written & verbal communication, interpersonal, and presentation skills.
• Comfortable being on webcam in video calls.
• Ability to work collaboratively in a geographically distributed team environment.
• Able to effectively prioritize work under pressure in a highly dynamic work environment.
• Natural ability to proactively reach out and facilitate communications.
• Strong desire to learn new technologies, techniques, and tools.

Role Responsibilities
• Collaborate with IT Operations team peers to provide best-in-class customer service and support to internal customers for Level I/II incidents, problems, and requests.
• Participate in team standup meetings.
• Responds to requests for technical assistance in person, via chat/email.
• Diagnoses and resolves advanced software/application issues.
• Strong interpersonal and customer relations skills.
• Proficiency in written and verbal communications.
• Experience with IT Service Management tools (Jira)
• Advanced level knowledge of IT related hardware, Microsoft Office and Microsoft Windows operating systems.
• Advises users on appropriate actions.
• Manage personal and team ticket queue.
• Identifies and prioritizes situations requiring urgent attention.
• Documents processes and updates knowledgebase.
• Handle problem recognition, research, isolation, resolution and follow-up for routine users.
• Analyze and evaluate incident reports.
• Patience and empathy when dealing with customers who may be frustrated or inexperienced with technology.
• Candidate should be an effective team player with a keen eye on Continuous Improvements.

Qualification
• Experience with advanced Application Administration, Active Directory, Azure Active Directory, O365, Service Desk mandatory to have.
• Basic Knowledge and experience on Intune, Azure & MAC
• Excellent communication and customer service skills to support Global customers.
• Assist in troubleshooting application usage issues with OneDrive, MS Teams, and other standard applications.
• Mandatory to have experience in VPN.
• Set up and administration of new hires & onboarding such as new system deployments, and new user account creations for respective applications.
• Strong technical aptitude, ability, and troubleshooting skills to solve Hardware, Operating System, and Application related issues.
• Administration of end users and devices via MS Intune and MS AutoPilot.
• Experience with Windows 10, Mac OS and VDI is required.
• Experience with basic networking is required.
• Looking for immediate joiners only.

Key Skills
Skills highlighted with ‘‘ are preferred key skills.
Azure Active Directory Exchange Server VPNO 365Active Directory
Intune Ma