Copy of Copy of Service Desk Technician

Your mission

The Service Desk Technician role is responsible for providing advanced technical support to resolve escalated issues from Level 1 support. This position requires a strong technical background, excellent problem-solving skills, and a customer-focused approach. The Level 2 Support Technician acts as a bridge between Level 1 support and more specialized IT teams, ensuring timely resolution of complex issues.

Your profile

Your Profile as Service Desk Technician includes a wide range of responsibilities, such as:

1. Providing technical assistance to customers by diagnosing and resolving hardware, software, OS related, M365, and basic network issues. Investigate problems thoroughly, using available resources such as documentation, knowledge bases, and collaboration with other technical teams.
2. Handling escalated tickets from Level 1 support, ensuring prompt and effective resolution. Assessing the severity of issues, prioritizing accordingly, and working diligently to find solutions within stipulated timelines.
3. Escalating unresolved issues to Level 3 or specialized teams as necessary.
4. Collaborating with cross-functional teams such as NOC and L1 to ensure a seamless customer experience.
5. Conducting root cause analysis for recurring issues and providing recommendations for resolution.
6. Documenting resolutions and updating knowledge base articles.
7. Configuring, installing, and troubleshooting hardware such as desktops, laptops, printers, and peripherals.
8. Managing software installations, updates, and troubleshooting.
9. Assisting with user account management (Active Directory, email, and other systems).
10. Monitoring system performance and reporting anomalies to relevant teams.
11. Assisting in maintaining and updating IT inventory and asset management systems.
12. Providing high-level customer service to ensure user satisfaction.
13. Communicating effectively with end-users via phone, email, chat, keeping them informed of ticket progress and resolutions.
14. Maintaining accurate incident, solution, and process documentation, contributing to the knowledge base.
15. Ensuring compliance with company IT policies and procedures.

Required Skills and Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in Microsoft 365 administration or similar roles.
• Strong knowledge of Microsoft Office 365 applications and services.
• Expertise in managing Exchange Online, SharePoint Online, and Microsoft Teams.
• Experience with Active Directory (AD), Group Policy Management, and Azure AD.
• Proficiency in PowerShell scripting for automation and administration.
• Strong troubleshooting skills to resolve technical issues across platforms.

Preferred Skills and Qualifications

• MCSE: Productivity Certification.
• ITIL v3 Foundation Certification or equivalent knowledge of IT service management.
• Experience with Azure Rights Management and mobile device management (MDM).
• Knowledge of compliance frameworks and data protection practices.
• Familiarity with Exchange ActiveSync and mobile device integration.

Why us?

Work Environment and Benefits

• Location: Hyderabad (with flexibility for remote work).
• Learning and development opportunities with access to the latest technologies.
• Indian holiday calendar with 5 additional personal days off.
• Comprehensive leave policy, including vacation, sick leave, maternity/paternity leave, volunteer time off, and more.
• Healthy work-life balance.
• Requires working in Eastern Time Zone (ET) - Miami Time.

About Us

We are a team of seasoned engineers, strategists, and business experts with over a decade of experience in the IT industry. We provide innovative full-stack technology services and communication solutions, serving clients across the globe in over 55 countries. We focus on understanding our clients' needs and delivering tailored solutions that exceed expectations.