Service Desk Engineer

Work Hour Flexibility

• Coverage: 24 x 7.
• Flexibility to work in either morning / afternoon / night shift based on roster.

End User Interaction Management

• Responding to tickets (Service Now or other similar ITSM tool) from Service Desk in a Time Bound Manner.
• Logging any direct queries / issues coming from end user (via of chat / email / phone) in Service Now
• Tracking of all interactions with users and other support teams in ticketing system

Technical Skillsets

• Must have full understanding and experience maintaining, managing, and monitoring end-user computing infrastructure, running Windows 10 and 11.
• Installing and configuring computer hardware, software, systems, networks, printers, and scanners (all remote)
• Knowledge of monitoring and maintaining computer systems and networks
• Repairing and replacing equipment or coordinating with external vendors
• Testing new end user technology whenever applicable
• Set-up / troubleshoot / configure as per documentation telephony and conferencing tools
• Knowledge on Microsoft technologies such as Microsoft Active Directory, DNS, DHCP, Group Policy, VDI
• Exposure to usage and supporting of Citrix environment.
• Must have supported office utility applications (e.g. Word, Excel, Outlook, PowerPoint, Teams, WinZip, Web browsers, Zoom etc).
• Exposure to setting up o365 user and configuring emails
• Basic Network troubleshooting and coordinating with specialized teams.
• Windows Patching Experience (SCCM preferred), & coordinating with Server teams
• Ability to support login issues in relation to Active Directory
• Ability and exposure to remote support tools
• Previous experience with automated and manual backing-up of end-user data