Service Desk Engineer

Position Name: Service Desk Engineer

Reporting Location: Gurugram

Working location: Gurugram

SUMMARY OF POSITION AND OBJECTIVES:

As an IT Support Specialist, your primary responsibility, will be to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user support requests, and escalation of incidents when considered appropriate and necessary to maintain service level agreement expectations. Problem resolution may involve the use of diagnostic and support request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Job description:

• Be able to identify, diagnose and resolve both reoccurring and unique issues where there may not be any written instructions
• Be forward thinking, looking for ways to increase productivity, efficiency and identifying process improvements
• Must have excellent time management, prioritization, and organization skills
• Ability to handle multiple projects, customers, and tasks at the same time as you’ll be working in a fast-paced environment
• Have a basic understanding of ITIL concepts:  Incident, Major Incident, Service Request, Problem Record, Knowledge Article, Asset Management, Change Request, Service Portal, etc.
• Create written documentation to share knowledge with others, and be able to write this documentation in a step-by-step format from beginning to end without omitting steps
• Act as a single point of contact for your customers and be a liaison between them and the rest of the organization
• Provide timely, first contact resolution (FCR) to technical support issues while following company standards and procedures
• Ensure all fields within the ticket are populated accurately with the customer’s name, location, site, phone, categorizations, short description and a full body of notes including documenting what ultimately solved the issue and how you did it
• Basic troubleshooting and ability to provide guidance for remote repair when possible, of hardware: desktop, laptop. Setting up new workstations for new joiners.
• Basic troubleshooting and repair of on premise and cloud-based Microsoft products including O365, MS Teams, OneDrive, SharePoint, Azure, Exchange and Windows OS.
• Basic knowledge of Active Directory, DNS, DHCP, Group Policy as well as support for such things as setting up or repairing access to network folder and file shares, setting up network printing, scan to email configurations, etc.
• Basic support for VPN and remote access, Citrix, thin clients, VMWare or equivalent
• Support for File-Xchange, Bomgar & Remote Desktop
• Familiarity with network connectivity, TCI/IP, Firewalls, Vlan’s, Ethernet, etc.
• Must be willing to spend the time necessary for continuous self-education
• Report to your group leader any issue that could significantly impact the business
• Triage/Escalate, if needed, unresolved problems to a higher level of support
• Perform special projects as assigned/required
• Provide occasional on-call support
• Must be willing to work 24x7x365
• Other duties as assigned

Must be ready to work in shifts, rotational shift-based environment.

What we offer:

• A launch pad into various senior management opportunities – within the many business lines of Eurofins globally – or into the management hierarchy in our different corporate functions.
• The opportunity to grow your project management skills in a demanding, fast-growing organization.
• A chance to become part of a highly motivated international team of professionals.

In a fast-growing group, successful leaders are frequently being offered increased areas of responsibility

(Subject to geographic mobility).

QUALIFICATIONS AND EXPERIENCE REQUIRED:

Profile description: Service desk Engineer providing support for the IT needs of the organization.

Requirements:

• 0 to 1 years of Help Desk/Service Desk Support
• 0 to 2  Years of Desktop Support increasing responsibilities
• Good Knowledge Management
• 0 to 1 years of ServiceNow (or equivalent ITIL Incident tracking)
• Good Communication skill