Systems Engineer - Analyst

As a Systems Engineer in our IT Services industry, based in Bangalore North and Hyderabad, Karnataka, India, you will play a crucial role in providing technical assistance to our users via phone, email, and chat. Your responsibilities will include managing incidents and problems in our incident management system, ensuring effective communication between users and technical escalation teams. To excel in this role, you must have strong oral and written communication skills. You will be required to energetically follow up on open incidents, provide status updates, and escalate problems to the appropriate teams when necessary. It is essential to maintain high-quality ticket documentation, category selection, and overall ticket hygiene. You should possess 2-4 years of relevant experience in troubleshooting technical issues related to desktops, laptops, mobile devices, and Cisco phones. Additionally, a deep understanding of virtual computers hosted via ESX servers, along with experience in configuring and troubleshooting them, is crucial. Proficiency in Active Directory, networking, messaging, and hardware is necessary. Experience in troubleshooting Microsoft Office applications, including Teams and O365, as well as VPNs, RSA SecurID, and corporate applications on mobile devices through MDM services, is highly desirable. Familiarity with Cisco phones, IP phones, Jabber, and Zoom troubleshooting is also beneficial. Knowledge of incident management and experience with Turrets will be advantageous. The role may require extended working hours based on business needs, and you must be willing to work in rotational shifts and weekends. The ability to perform under high-pressure situations is essential. Required skill sets include MDM, mobile devices, networking, Active Directory, and Cisco. Additional skill sets in RSA, vendor management, VPN, documentation, incident management, liaison, master data management, Microsoft Office, and technical assistance will be valuable in this role. If you are a proactive and detail-oriented individual with a passion for resolving technical issues and providing exceptional support to users, we encourage you to apply for this position.,