Desktop Support Engineer

Job Description

Role: Support Analyst Team: Technology Operations Experience: 5-12 years Position Overview: Provide 24x5 support on-site and to a global community of approximately 500 + users as per business requirement; Provide on-call weekend support on a rotational basis; Manage raised requests and incidents in a timely manner following well-rehearsed internal request runbooks/knowledge based and incident management and request fulfillment processes; Partner with Level 2 & 3 internal and external teams/vendors as appropriate to help troubleshoot more complex incidents; Provide alert management to pro-active resolve failure alerts, degraded services and unavailable services through internal monitoring tools; Proactively automate common tasks to improve efficiency and increase productivity; Collaborate with internal and external teams to develop strategic solutions; Perform related duties & responsibilities as requested. Required Qualifications: Detailed knowledge and experience in a Microsoft environment supporting Windows 10, Windows Server 2012+, Office Suite including Outlook, Office 365 and Azure, including OneDrive, DLP and SharePoint Detailed knowledge and experience with Active Directory, Group Policy, remote access solutions and software deployment Detailed knowledge and experience installing, troubleshooting and managing desktop hardware; Relentless dedication to customer service Works with minimum supervision, proactively follows up on outstanding issues/tickets Ability to handle multiple tasks with changing priorities and capable to handle frequent interruptions positively Strong analytical, prioritizing, interpersonal, problem-solving skills Strong verbal and written communication skills Demonstrated collaborative skills and ability to work well within a team Ability to work in a fast-paced and deadline-oriented environment Self-motivated with critical attention to detail, deadlines and reporting Demonstrated interest in learning about new and emerging technologies Self-directed learner and ability to find solutions to problems they have not encountered before. Degree in Computer Science, Engineering or related field or experience. Nice to have: Desired experience in the following areas a plus: Powershell and Python; Network; Linux environment