The Opportunity: Avantor is looking for a dynamic, forward-thinking, and experienced Senior Service Desk Engineer who will be responsible for delivering results against some of the most complex business and technology initiatives. This role will be a full-time position based out of IND- Coimbatore. If you are passionate about solving complex challenges and driving innovation let's talk As a member of the IT Operations group, reporting to the Team Lead of ServiceDesk, the Senior ServiceDesk Engineer is responsible for providing advanced IT support and assistance to end-users within the organization. This role involves troubleshooting and resolving hardware, software, network-related issues and mentoring junior team members, managing complex incidents, and contributing to process improvements. The ideal candidate will have strong technical skills, excellent communication abilities, leadership qualities, and a customer-focused approach. MAJOR JOB DUTIES AND RESPONSIBILITIES (List in order of importance) Provide in-house IT support to end-users via Phone, Email, and Chat. Diagnose and resolve: 1: Virtual physical desktop support problems. 2: Hardware issues (printer, iPhone/Android configuration and other peripheral devices) 3: Software (outlook configuration, OneDrive, OneNote, other MS applications.,) 4: Network related issues (VPN, WIFI etc.,) QUALIFICATIONS (Education/Training, Experience and Certifications) Bachelor's degree in science/engineering/computer applications. A+/N+, Microsoft certification is an added advantage. 5+ years of proven experience in providing support to business users on PCs, Printers, and end-user applications. Optimistic attitude and tech-savvy. Multi-tasking abilities time bound performance. Excellent communication skills and knowledge of the fundamental operations of commonly used software, hardware, and other equipment. Ability to diagnose and resolve basic technical issues. Flexibility to work in night shifts. Experience with remote desktop applications and help desk software. Flexible to work in Shifts in 24/7 Support environment. KNOWLEDGE SKILLS AND ABILITIES (Those necessary to perform the job competently) Strong understanding of IT systems, hardware, and software. Familiarity with common IT service management (ITSM) tools and software (ServiceNow hands-on is an added advantage). Knowledge of ITIL (Information Technology Infrastructure Library) best practices for IT service management. Ability to communicate effectively with end-users and stakeholders. Ability to multi-task, troubleshoot, and adapt to changing environment. Excellent customer service skills and a customer-focused mindset. Empathy and patience when dealing with users' technical issues and concerns. Strong communication skill. Analytical and problem-solving skills to diagnose and resolve complex technical issues. Understanding of IT security principles and practices. Continual Improvement and Innovation. Ability to work independently and prioritize multiple work streams. Ability to prioritize multiple high priority support requests. Ability to manage and resolve complex technical incidents. Proactive approach to identifying and implementing process improvements. Ability to work independently with minimal supervision. Capability to manage full operations independently during weekends. Active participation in and support of hyper care during new implementations and onboarding of new applications. Install applications and updates through SCCM. Provide tech support by performing remote troubleshooting through diagnostic techniques and taking necessary steps to provide resolution, providing clear communication, and customer support. Administer and support user accounts on AD, Office 365, and business-critical applications (SAP, Salesforce, QlikView, etc.). Correctly log Incidents, categorizing and prioritizing them in line with process, and follow-up till closure. Properly route incidents to resolver teams for out-of-scope issues and maintain an updated knowledge base repository. Identify and prioritize incidents requiring immediate/urgent attention. Coordinate problem tickets with internal teams, acting as POC for liaising with business users and the resolver teams. Handle Identity access management requests through Requests. Identify and suggest possible improvements to procedures. Adhere to company policies and consistently achieve KPI targets defined for the process. Ensure compliance with relevant regulations, standards, and policies related to IT service management, security, and data privacy. Adhere to Avantor's policies, procedures, rules, and guidelines, and actively integrate the company's core values into daily operations. Ensure prompt response to Priority Incidents as per SLA requirements and promptly address critical Incidents. Mentor and support junior ServiceDesk engineers, providing guidance and training as needed. Lead and manage complex technical incidents, ensuring timely resolution and effective communication with stakeholders. Develop and implement best practices and standard operating procedures for the ServiceDesk team. Conduct regular reviews of incident logs to identify trends and recommend proactive solutions to prevent recurrence. Can work independently with minimal supervision, demonstrating the ability to manage tasks and resolve issues autonomously. Manage full operations independently during weekends, ensuring continuity of service and effective issue resolution without additional oversight. Actively participate in and support hyper care during new implementations and onboarding of new applications, ensuring a smooth transition and addressing any issues that arise promptly.
