Technical Support Engineer (IT Service Desk)

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Job Summary

Technical support engineer at IT Service Desk provides technical support to internal employees. This role requires an aptitude for working with applications, systems, servers, O365 suites applications to undertake analysis, diagnosis, and resolution of user problems, which may range from straightforward to more complicated technical issues. The role will be focused on modernizing customer experience for our global employee base at Advantmed, focused on enabling self-service and accelerating the productivity needs of our employee base.

Responsibilities and Duties

1. Serve as the first point of contact for customers seeking technical assistance/support over the phone, email, chat, or remote.
2. Take complete ownership of an end-user problem, starting from request submission till resolution.
3. Investigate, diagnose, and solve varied endpoint software and functionality problems.
4. Address hardware/connectivity/OS/VOIP/email/O365 applications/two-factor authentication/VPN and likewise system and business applications related queries of our global customers.
5. Investigate OS level, application-level, or any software/hardware product-related issues with logical technical findings and relate it to technical resolution in a step-by-step action for resolution to issues.
6. Ensure ticket documentation, categorization, and classification are precise.
7. Ensure compliance and process adherence in all transactions and service delivery.
8. Escalate complex problems to higher levels of expertise within the organization.
9. Partner with cross-functional IT teams to assist with troubleshooting major incidents impacting IT services as needed.
10. Work in 24X7 rotational shifts to provide round-the-clock IT support to customers as per scheduled shift roster.
11. Identify opportunities to improve first contact resolution of incidents by service desk, partnering with wider IT functions, proactive documentation/communication.
12. Take ownership and deliver on tasks assigned related to various IT projects related to grants, hardware, inventory, new software/application introduction/termination, security software rollout/upgrade, patch management, etc.
13. Manage user onboarding/offboarding IT activities as per defined process.

Desired Skills & Competencies

1. Graduate in any discipline having knowledge of Windows desktop O.S. installation and troubleshooting, O365 applications and licensing, Windows servers OS and various roles understanding, basic networking, LAN infrastructure, Windows AD understanding for usage in an enterprise environment, Desktop/Laptop/Server hardware-related troubleshooting, tablets, software applications installations, OS patches management.
2. Good understanding of DNS, DHCP, IP, wireless, Virtual Private Network, endpoint security, Antivirus products, encryption products like BitLocker, two-factor authentication products, AD user/group management, email protocols.
3. Knowledge of customer service principles and practices, ITIL, and ITSM concepts.
4. At least 2 years of experience serving global customers in the IT industry.
5. Microsoft/Cisco/RedHat certifications are added advantage.
6. Excellent English communication skills (both written & verbal).
7. Customer-centric.
8. Problem solver.
9. Team player.