Technical Services Engineer

• Respond promptly to incoming help requests from end users via phone, email and ticket in a courteous manner and take ownership of the issue/request through to completion.
• Correctly log, categorize and prioritize incidents and requests by documenting user identification information, including name, department, contact information, and nature of problem or request.
• Analyze, diagnose and troubleshoot the issue to enable maximum first contact resolution.
• Manage issues through their entire lifecycle from the first point of contact to resolution by ensuring all issues/ticket are resolved within SLA or escalating to other teams as appropriate.
• Document and update tickets with accurate and timely records of status, work performed, and resolution detail.
• Awareness of the organization structure (different entities within the group) and competence to escalate significant problems or VIP issues promptly to Management.
• Maintain and develop own knowledge and skills to assist with fault resolution and share knowledge and solutions with teammates and colleagues.

• Bachelor's degree or Diploma in computer science or related field.
• 1- 3 years' experience in IT Service Desk, preferably handling US clients over phone.
• Hands-on experience in troubleshooting end user issues related to PC, Windows, Outlook, O365, Teams, Webex and other end user collaboration tools.
• Good knowledge of networking, desktop operating systems including Microsoft, Mac OS X and related configuration.
• Strong teamwork skills and the ability to collaborate across multiple parties in a quick and coordinated manner.
• User Access Management experience.
• Major incident Management process understanding.
• Excellent written and verbal skills.

• Competitive salary based on your experience and skills - we believe the top talent deserves the top rupee
• Bonus Potential - if you go above and beyond, you should be rewarded

• Comprehensive insurance plans like Medical, Personal Accident Benefit and Life Insurance
• Wellness Programs (examples include eye examination, diabetes checkup camp, hemoglobin check and health talks)

• 10 paid holidays, plus 26 paid days off per year
• Lots of employee engagement activities both offsite (examples include family cricket/football games, annual company celebrations and happy hours) and onsite (examples include office stress buster events, holiday parties, and quarterly Living our Values celebrations)
• Opportunities to join our community service initiatives, including Habitat for Humanity

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