First American - Service Desk Engineer

Technical Skills :

- 2-3 years of Voice based Service desk work experience in a business environment.

- Address technical issues through Phone, E-mail, ESS, Voicemail, Chat and remote access.

- To liaison between various teams such as change management, incident management and implementation, in accordance with schedules.

- Must have knowledge in Support the following technologies: Office 365 - Office suite, Windows 10 /11 desktops, laptops, printers, network copiers, NIC's, basic LAN/WAN connectivity and others as assigned.

- Basic installation & troubleshooting knowledge on Windows 2012 and above server Operating system.

- Technical skills related to Desktop Patch management, Software Installation and Basic Networking skills.

- Knowledge on Installation, configuration and maintenance of regular updates of Antivirus.

- Knowledge on domain and local system policies and group policies

- Knowledge and Technical expertise on Work group/Domain/DNS /DHCP/AD/Exchange/O365.

- Expert knowledge on ticketing tool with ITIL framework

- Managing the complete Ticketing workflow

- Assisting the Manager in IT Infrastructure projects

- Basic Knowledge on the Network Infrastructure

- Management of all Major Incidents in a shift

- Knowledge on service operational reviews, ensuring SLA, KPI and other data/information is provided and assist with such reviews

- Monitor adherence to SLA's - quality and timelines

- Knowledge on Citrix /VDI environment/W365

- Basic Scripting knowledge

- Business and technical writing skills would be an added advantage.

- Create SOP's, Process Documentation and create Knowledge Documents.

- Should work in cohesion with Team and streamline the process gaps/ If any.

- Capable of handling onsite leadership escalations and customer's escalations / feedbacks.

- An excellent problem solver with strong analytical skills.

- Optimize and automate daily operations

- Active participation in hiring process (Interview and share feedback) for the selected candidates

- People management and Team Building.

- Experience providing superior customer service and support.

- Experience working effectively in a team environment, communicating effectively, resolving issues efficiently, and contributing to the improvement of the IT Services and infrastructure.

Experience:

- Excellent working knowledge with a range of 6 to 10 years in IT Operations/Service Desk/User Help desk support with a good understanding of Microsoft products [Outlook, Windows OS, installation procedures, troubleshooting knowledge in Microsoft office suite/O365] and administration of user accounts and access rights.

Key Competencies:

- Help Desk profile with strong Analytical, Logical and Communication Skills (written, oral, one to one etc.).

- Professional, Innovative, Drive for continuous improvement, Positive attitude, proactively provides solutions.

- Strong customer service and support focus with a desire to deliver a high quality customer focused service

- Lead and prioritize the IT team's work load

- Build and maintain effective working relationships with IT team and Internal Business Units

- Optimize and automate daily operations

Soft Skills:

- Excellent Communication Skills (Verbal/Written).

- Should have good knowledge on new technologies

- A logical thinker.

- An excellent problem solver with strong analytical skills.