Senior IT Helpdesk Engineer

Senior Engineer – IT Helpdesk

Job Title: Senior IT Helpdesk Engineer
Work location: Hyderabad Experience: 5+ Years
Shift: 24/7 Shift Rational (5PM-7AM)

•Attend users call to provide technical support to all employees based out IN US and Canada related to IT

•Help users in installation, configuration and maintenance of laptop/desktop, software, and hardware.

•Provide daily support to users having issue with computer hardware, software, and applications

•Provide support related to network and VPN connectivity

•Authenticate users and help them to unlock and rest their account and password

•Support users related to O365 issues like Outlook, Teams

•Configure new printer and support users to fix the issue

•Configure Apple devices and help users to configure application on phone

•Create ServiceNow tickets for calls received and close it with resolution

•Update and close open tickets as per defined SLA

•Performs other duties and tasks as assigned

 

• Bachelor’s degree in computer science or related job experience 
• 5+ years related Helpdesk support experience as L1 support in 24/7 model 
• Hands on working with Enterprise setup and global team, Datacenter/NOC experience a plus. 
• Windows 10 Installation and troubleshooting experience 
• O365 administration and troubleshooting experience 
• Proficiency in windows and system patch/update 
• Experience supporting users remotely using remote admin tools 
• Experience working with incident management ticketing tools 
• Good working knowledge on active directory for user and access management 
• Should have experience handling escalation from L1 team and team management 
• Certifications with Microsoft, Cisco and other relevant authorities in Enterprise IT eco-system are a plus 
• Excellent communication skills (Speak/Read/Write) 
• Strong troubleshooting/problem solving/Analytical skills. 
• Ability to work in present solutions based on technical knowledge and past experiences. 
• Ability to work independently with minimal supervision; self-motivated 
• Ability to work in a group including peers, senior/junior staff and external vendors when needed, lead projects and achieve target dates. 
• Ability to work under pressure in face paced environment. 
• Ability to work in an office environment and sit at a desk for long periods of time. 

 

Experience Level

Senior Level