Service Desk Engineer

Greystar is looking for experienced L1/L2 IT Service Desk professionals to join our 24x7 IT helpdesk team. An ideal candidate will bring a combination of hands-on technical expertise from a fast-paced and growing environment. You should be an expert in IT End User Services processes and related technologies. In your journey at Greystar, you will be: Primarily focused on: • Ensuring smooth IT support operations • Contributing to help desk policies, procedures and ensure their implementation • Enrichment of IT support knowledge base and training Fulfilling the below roles and responsibilities: • Provide first contact support of incoming requests to the service desk via telephone, web portal, email to ensure courteous, timely, and effective resolution of end-user issues. • Prioritize incidents and service requests according to defined processes to meet defined SLAs. • Use remote tools and diagnostic utilities to aid in resolving support requests. • Installing and configuring hardware and software components throughout various network infrastructure devices. • Install antivirus software and ensure virus definitions are up to date. • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. • Establishing good relationships with all departments and colleagues. • Ensuring company safety and security standards are met. Bringing in the below education and experience: • Bachelors degree in either Computer Science/Engineering, Information Systems Management, or equivalent experience. • 3+ years of experience supporting phone, email, and live chat support for a global IT support team preferably for the US region. Technically sound in: • Ticketing tools: ServiceNow, Zendesk, etc. • Property Management systems: Yardi, Entrata, and RealPage • IT Service Management modules: Service Portal, Agent Workspace, Service Catalog, Request Management, Incident Management, Knowledge Management, and Basic Configuration Management Database (CMDB) • Microsoft Suite of Applications: Active Directory, Office 365, Windows 10, Azure, and PowerBI • Laptop and Desktop devices, Oracle ERP, Salesforce, Workday, etc. Job Location: • Mohali Reporting to: • Manager global IT help desk