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Service Desk Engineer

2.00 to 4.00 Years   Hyderabad   17 Jul, 2023
Quess Corp (Magna Infotech)
Job LocationHyderabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

    Service Desk EngineerExp- 2 to 4 yrsLocation- Andhra Pradesh HyderabadNp- 15days to ImmediateActing as the single point of contact for Incidents and Service Requests reported by end-users Globally.Helping users over Phone, Live Chat, Support Tickets and Walk-ups to Global Command Center regarding IT Issues and queries.Understanding of monitoring tools (SolarWinds or similar) and the likely impact alerts have on businessPerforming pro-active monitoring of Network, Server, Applications, and Infrastructure.Handle application related incidents that are submitted via ticketing platform & via partnerUnderstand and successfully resolve problems using knowledge base tools and techniques.Resolving and escalating Incidents and Service Requests within agreed SLAs.Understanding of monitoring tools and the likely impact alerts have on business. Perform pro-active monitoring of Network, Server, Applications, and Infrastructure.Accurately record and priorities Incidents and Service Requests against their SLAs and resolution targets. Follow up on open tickets as per defined process.Incident detection, analysis, notification, and escalation as per the business requirement.Create, maintain, and review knowledge articles shared with all IT support teams.Good understanding on ITIL Framework.Skills RequiredMust be able to communicate effectively, both verbally and in writing.Must be able to quickly adapt and excel in dynamic situations. Ability to quickly understand and adapt to a complex and rapidly changing environmentGood knowledge of supporting issues related to Microsoft Office applications, Active Directory, Distribution List, VPN, Network, Security, Collaboration Tools etc.Seeks opportunities to improve knowledge, skills, and performance and is receptive to constructive feedback.Ability to be self-directed while working under tight deadlines, must be able to perform well under pressure.Develops and maintain technical skills and understanding of 24*7 Global Command Center support environment.Pro-active mindset, ability to learn in a 24*7 work environment.Experience Level -1 to 4 Years in a team-oriented, collaborative environment.

Keyskills :
networkingdistributionactive directorysla managementvpnitilsecurity

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