Service Desk L1 (International client Experience)

Position: Service Desk Engineer L1

Shift: Night (PST)

Job Location: Hyderabad (WFO)

Who We Are:

Base8 provides technology and business consulting services to companies throughout the US and Canada. We like to work with businesses that are serious about scaling, risk management, and developing mature processes – ones that are looking for a modern, sophisticated, trustworthy, friendly, high-quality (yet still affordable) technology and business partner.

Who You Are:

This position will be a Work From Office role and you will be working closely with the team in the United States through video chat, instant messaging, e-mail, phone, and through our software. It is important that you have excellent communication skills in English, both written and oral. We are a fast-paced company that is expanding rapidly and we are seeking team members who will share our vision for the future and work collaboratively in order to accomplish Base8's goals. We pride ourselves on providing superior service to our clients, which includes having attention to detail, following the processes in place, and being able to adapt to a variety of situations.

As a Service Desk Specialist, your primary duties and responsibilities include the following. Other duties may be assigned.

• Record all actions, conversations, and work was undertaken in the IT Service Management Tool (Service now) Within Service now, use the knowledge base for known errors, and work around to aid diagnosis or resolution.
• Proficient with customer support issues dealing with mobile device activations, advanced troubleshooting, customer orders through portals
• Primarily assists with more complex issues or with customers with unique processes
• Solid understanding of contractual goals and Service Level Agreements (SLAs)
• Ability to manage both online (phone support) and offline (email support) and manage their time between the two efficiently
• Fully competent in mobile technology proven through testing, performance, quality, technical ability, efficiency, and system knowledge
• Learning more advanced troubleshooting skills and techniques
• May work on clients with unique requirements
• Resolve/fulfill incoming Service Desk incidents and requests from internal staff
• Provide IT support for many technologies (mostly Microsoft) to a wide user base
• Handling incoming telephone calls, emails, and self-service tickets in a customer-friendly and professional manner

Skills required:

• 2-3 years of work experience as a Service Desk Analyst in a Service Desk environment.
• Excellent communication skills (must)
• Flexible to work in night shifts
• Must have worked with US/UK/Canadian/ Australian clients.
  
• Graduate or equivalent qualification ideally in an IT-related discipline.
• Experience in Windows, AD, 0365, etc.
• Active Directory, Outlook troubleshooting, Network troubleshooting, Windows Troubleshooting
• Knowledge of ITIL Service Management best practices.
• Professional IT Certifications, such as Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP