Senior IT Service Desk Engineer

Job Description

Description The Senior IT Service Desk Engineer will be responsible for providing advanced technical support and leadership within the IT Service Desk team. This role requires a highly skilled and experiencedITprofessionalwhocantroubleshootcomplexissues,mentorjuniorteammembers, and ensure high levels of customer satisfaction. The Senior IT Service Desk Engineer will also play a critical role in optimizing IT service processes and contributing to strategic IT projects. Key Responsibilities Provideadvancedtroubleshootingandresolutionforhardware,software,and network-related issues. Serveasanescalationpointforcomplextechnicalproblems. Manageandresolveincidentsandservicerequestsinatimely manner. Supportend-usersremotelyandon-siteasneeded. MentorandguidejuniorITservicedeskengineers. Assistintrainingnewteam membersandupdatingknowledgebasearticles. Leadbyexample,promotingbestpracticesandacustomer-centricapproach. IdentifyandimplementimprovementstoITservicedeskprocesses. DevelopandmaintaindocumentationforITproceduresandworkflows. Monitorservicedeskperformancemetricsandsuggest enhancements. ParticipateinandleadIT projects,ensuring alignmentwithbusiness objectives. CollaboratewithotherITteamsanddepartmentstoimplementnewtechnologies and solutions. Providetechnicalexpertiseintheplanningandexecutionof IT initiatives. Deliverexceptionalcustomerservice,maintaininghighlevelsofcustomer satisfaction. Communicateeffectively withusers,providingclearandconciseinformation. Managecustomerexpectationsandfollowuptoensureissuesareresolved satisfactorily. Qualifications Experienceinasenior or leadroleis preferred. ProficientinWindows andMacOS environments. Strongknowledgeof networkingconcepts (TCP/IP,DNS, DHCP,VPN, etc.). Experiencewith ITSMtools(e.g.,ServiceNow,JIRA)andremotesupporttools. Familiaritywithcloudservices(e.g.,AWS,Azure)andvirtualization technologies. Knowledgeof cybersecuritybest practices. Excellentproblem-solvingandanalytical skills. Strongcommunicationandinterpersonal skills. Abilitytoworkindependentlyandaspartof ateam. Strongorganizationalskillsandattentiontodetail. Abilitytohandlemultipletasksandprioritizeeffectively. Bachelor’sdegreeininformationtechnology,ComputerScience,orrelatedfield (or equivalent experience) Minimumof8yearsofexperienceinanITservicedeskorsimilartechnical support role.RelevantITcertifications(e.g.,CompTIAA ,Network ,MicrosoftCertified:Azure Fundamentals, ITIL) are a plus. Job Engineering Primary Location India-Maharashtra-Mumbai Schedule: Full-time Travel: No Req ID: 243083 Job Hire Type Experienced Not Applicable #BMI N/A Show more Show less