IT Service Desk Engineer

Job Description

Position : Service Desk Engineer
Location : Kerala, India
Reports : Head of Infrastructure

Role Overview:
Service Desk Engineer is responsible for remotely supporting to resolve level 1 technical issues. The Engineer as the point of contact for the customers to support with IT requests, will have to manage the service ticket prioritization, liaising with field engineers and generate reports for operations.

Key Responsibilities:

• Providing Level 1 remote technical assistance, receiving incidents, service requests, and customer queries via telephone and e-mails.
• Attempt to resolve requests by prioritizing and taking ownership to follow-up and ensure resolutions for every opened case.
• Support continuity among working teams by generating daily service desk reports highlighting continuing needs, irregularities, and repeated incidents. Liaise between customers and senior engineers to resolve critical incidents.
• Conduct customer surveys and provide feedback to improve processes and procedures within the team, allowing strong service-focused deliverables.
• Generate daily and weekly service desk reports.
• Promote Convivo services and participate actively in marketing campaigns.

Required Skills

• Strong ability to communicate technical information, both verbal and written, to a wide range of end- users and field engineers.
• Standard installation, configuration and troubleshooting of Windows 10, Office 365 and other standard software.
• Configuration and troubleshooting of end-user devices - Computer hardware, mobile phones, printers/scanners, card readers and conferencing devices.
• Excellent organization and time management skills to manage multiple incidents or customers at a time.
• Knowledge on infrastructure servers – Active Directory, DHCP, FileServer, PrintServer, DNS etc.
• Basics Networking skills.
• ITIL or Azure/AWS knowledge is a plus.

A typical Day at work:

• Attending Customer calls and generating service tickets.
• Troubleshooting and resolving technical problem remotely.
• Fulfilling standard service requests.
• Liaising with onsite engineers to provide onsite support when needed.
• Performing routine tasks such as verifying backups, health checks, preparing reports etc.
• Sharing feedbacks for improvement of service desk operations.

Key Relationships

• Customers and Technical team.
• Senior Engineers & Field Engineers.
• Head of Infrastructure.

Professional Requirements

• Ability to handle customers remotely.
• Ability to explain liaise with remote engineers for customer support.
• Good speaking and writing skills.

Character Competency:

• Good Service oriented.
• Ability to work with users diplomatically and skillfully.
• Self-motivated.
• Customer focused.
• Multitask workload.
• Reliable.
• Strong technical skills.
• Ability to work under pressure.
• Adaptable.

Physical Effort and Work Environment

• Duties performed are from the office in India.

Minimum Requirement

• Bachelor’s Degree in Information Technology.
• More than 2 years’ experience in IT field.
• Good communication skill.
• Cisco and Microsoft certification is a plus.

Job Type: Full-time

Pay: ₹25,000.00 - ₹35,000.00 per month

Benefits:

• Paid time off

Shift:

• Day shift

Experience:

• IT Service Desk: 3 years (Required)