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Service Desk Engineer & Shift Lead

Greetings from SRIK Consulting Services Pvt Ltd !

 

We have an immediate opportunity for IT Support Engineer – ServiceDesk Engineer to join our WFO (Mumbai / Bangalore ) team in – INDIA

 

 

Work experience : 10+ yrs 

Shift : 24/7 Shift 

Work Location : WFO (Mumbai / Bangalore )

No of position : 6

Immediate joiners only 

 

  

IT Support Engineer – ServiceDesk Engineer

 

  • Excellent communication skills,
  • Ability to Empathize, pacify and handle Irate Customers with Exceptional communication skills.
  • Technical Knowledge in Troubleshooting Base Operating system Issues and eager to learn New Technologies.
  • Troubleshooting Windows, Outlook, Teams, Citrix. VDI, VPN, Security App etc. over Remote Support
  • Must be an expert with common Office Desktop Software/Application/Tools including Microsoft Windows operating systems, Office 365, Emailing, Antivirus and securities
  • Answer incoming calls and respond to customer’s emails in timely manner.
  • Manage and resolve customer complaints.
  • Identify and escalate issues to supervisors or System Admins as and when needed.
  • Provide product and service information to customers.
  • Research required information using available resources and Offer Solution to customers.
  • Research, identify, and resolve customer complaints using applicable software.
  • Route calls and tickets to appropriate resources and Domains who can best support the user,
  • Document all call information according to standard operating procedures.
  • Recognize, document, and alert the management team of trends in customer calls.
  • Create SOPs for new Issues and resolution given.
  • Complete call logs and reports.
  • Installing and maintaining hardware and computer peripherals.
  • Sharing file/folder and printers.
  • Ability to solve complex hardware and software issues.
  • Troubleshooting basic networking and connection issues.
  • Good understanding of network equipment, including switches, routers, and firewalls.
  • Usage Knowledge of TCP/IP networking, DNS, DHCP, VPN, and RDP
  • Good knowledge of Helpdesk and Ticketing systems.
  • Handled Tickets through professional IT Service Management solution.
  • Raise ticket with OEM for faulty asset replacement.
  • Must have experience with process-oriented user onboarding & offboarding requests.
  • Must be familiar with concepts of SLA’s & work to ensure all SLA’s are met.

 

Qualifications:

  • Education: Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent work experience.
  • Experience: 10 + years of experience in IT engineering, IT Support or System Engineering role.

 

 

Technical Skills: 

  • Proficiency in supporting Office Desktop Software/Application/Tools including Microsoft Windows operating systems, Office 365, Emailing, Antivirus and securities.
  • Strong understanding of M365 & Entra ID, along with MS Intune
  • Strong troubleshooting skills to support Windows, Outlook, Teams, Citrix. VDI, VPN, Security App etc. over Remote Support
  • Strong understanding of networking concepts and protocols (TCP/IP, DNS, DHCP, VLANs, VPNs).
  • Experience with support File & Printer Sharing related scenarios.
  • Must have strong experience using troubleshooting tools like (Ping, Telnet, TraceRt)
  • Must have experience with deployment tools like Intune, SCCM or other 3rd party management tools.
  • Experience with troubleshooting network related issues with local connectivity, Wi-Fi connectivity, VPN connectivity.
  • Strong understanding of Domain related environments & must understand how domain membership works where machines are Domian Joined, Cloud Joined or Hybrid Entra ID Joined
  • Problem-Solving: Excellent diagnosis, analytical and troubleshooting skills with a proactive approach to identifying and resolving issues.

 

Working Conditions:

 

  • Full-time position with occasional after-hours support for critical issues or scheduled maintenance.
  • Work timings will be shift based in a fast-paced 24x7 support environment.

 

 

Must Have Skills & Certifications

 

Skills: Office Desktop Software/Application/Tools including Microsoft Windows Desktop operating systems, Office 365, Emailing, Antivirus and securities, Microsoft 365, MS Intune, AD, DNS, DHCP, TCP, VPN, File & Printer Sharing, Troubleshooting tools (Ping, TraceRt, Telnet etc), User Onboarding & offboarding, Knowledge of ITSM systems

 

Certifications: MCSA/MCSE, ITIL

 

Good to Have Skills & Certifications

Skills: Windows Servers, Cloud (Azure, AWS, GCP), Citrix, SCCM

Certifications: CCNA, CCNP, MCTIP, CompTIA Networking +

 

 

 

Application Instructions:

 

Please share your updated resume in word format  or call us on +91 7396682593 along with the following details:

                         

 Total Experience (T. Exp)

 Relevant Experience in IT Support Engineer – ServiceDesk Engineer (R. Exp)

 Current CTC (C. CTC)

 Expected CTC (E. CTC)

 Notice Period

 Current Location (C. Location)

 Preferred Work Location

 Email

 Mobile Number

 

 

References:

 

We highly appreciate any references you can provide.

 

Thank you for your interest in SRIK Consulting!

 

For More Career opportunities follow WhatsApp  : https://wa.me/+917396682593

 

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