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Senior Support Engineer

3 months ago

Chennai, Tamil Nadu, India Sampoorna Consultants Pvt. Ltd Full time

Key Responsibilities :

  • Answer the Service Desk phone, emails and walks ups.
  • Accurately log all faults and requests on Jira Service Desk.
  • Actively monitor and progress all incidents and service requests to ensure resolution within SLA.
  • Complete Service Desk communications to the business and internal IT teams for incidents.
  • Ensure appropriate escalation, coordination, conferencing, and resource for critical and major incidents.
  • Coordinate with the business PC moves and similar projects.
  • Monitor critical and essential systems using the monitoring tools provided.
  • Effectively resolve issues and calls raised or allocate to an appropriate 3rd line resource.
  • Monitor server and network alerts.
  • Mentor 1st Line Service Desk and Work with 3rd Line to develop competency and learn new technologies.
  • Set up remote access and provide documentation and user demonstration.
  • Support and configures printers, PC's and associated peripherals, phones etc.
  • Carry out any other tasks as agreed by the Service Desk Manager.
  • Should be able to work and execute desktop projects like laptop upgrade, OS upgrade and other relevant technologies.
Essential : 5-7 Years of experience

  • Familiar with Microsoft Azure Virtual Desktop and other Microsoft Applications
  • Laptop (Windows & Mac) Build and Troubleshoot
  • Cisco VPN, Active Directory, Networking Configuration, Server, Switch, Operating Systems, Call Centre Applications
  • Monitoring tools like PRTG, Open Search, Nagios
  • Available to work on 24X7 support as per requirement
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