Service Desk Engineer

Job Title: Service Desk Engineer

Experience: 2-6 Years

Location: Hyderabad, India

Only Male Candidates

OSI Digital

Responsibilities:

• Being part of the team to address Incidents and Service Requests reported by business users of 24/7 - 365 Days work environment.
• Provide L1 and L2 technical guidance in activities associated with identification, prioritization & resolution of reported problems through phone, RDP, TeamViewer, MS Teams, and other tools.
• Create/ update end user guides, ServiceDesk KBs, and SOPs.
• Making recommendations to optimize IT performance and to prevent future problems.
• Generate status reports/consolidated IM reports to the ServiceDesk Manager
  

Required Skills:

• Excellent verbal and written communication skills with email etiquette and customer service skills.
• 2+ years of experience in handling end user calls, Incidents/service requests, application Break/ fix.
• Experience in AWS\Citrix VDI, AD, O365, VPN, OneDrive, MFA, User device management & authentication issues.
• Working experience on latest RDP tools (TV, LogMeIn, Bomgar) Ticketing tools (ITSM, SNOW, JIRA)
• Preferable - ITIL best practices around ServiceDesk, Incident & Request Management procedures.
• Ability to notify and escalate the issues based on the Severity.
• Only Male Candidates

We are not looking for someone who is:

• Never worked with international customers and technical support.
• Never worked on end user computing issues, onboarding & offboarding on Active Directory.
• Not flexible for 24x7 rotational shifts and not ready to work from office.