Civica - Senior Helpdesk Engineer

2 weeks ago

Vadodara, India DSM Full time

Position : Senior Helpdesk EngineerExperience : 5+ YearsJob Summary :As a Senior Helpdesk Engineer at Civica, you will be a critical part of our Enterprise IT Helpdesk operations, providing expert technical support to employees worldwide.This role is ideal for a seasoned IT professional with a minimum of 5 years of experience, including at least 3 years in a support or administration capacity.You will be responsible for resolving complex issues, managing support queues, and providing leadership to a globally distributed team.This is a great opportunity to take on stimulating challenges and drive continuous improvement in a collaborative and innovative environment.Key Responsibilities : - Provide 24x7 management oversight for the Enterprise IT Helpdesk on a rotational basis.- Organize shift patterns, conduct performance reviews, and set/monitor OKRs to ensure the team's optimal performance.- Ensure all support requests are handled according to established standards, with a strong focus on data security, availability, and integrity.- Lead and manage major incidents, ensuring strict adherence to established processes.- Use advanced analytical problem-solving skills to troubleshoot and resolve operational issues and monitor escalated incidents within the ITSM toolset.- Implement changes following strict change control procedures and draft and maintain comprehensive support documentation and knowledge articles.- Mentor and coach team members on both technical and soft skills, fostering knowledge sharing to boost overall team performance.- Manage support call queues and provide assistance to team members as needed.- Liaise with internal support teams and third-party providers to ensure timely and effective case resolution.- Maintain a calm and professional demeanor under pressure, modeling excellent customer service at all times.Required Skills & Qualifications :- 5+ years of experience in IT, including 3+ years in a support or administration role.- Proven leadership experience in technical support, with the ability to manage globally distributed teams and report to senior management.- Strong technical knowledge across multiple disciplines, with a focus on Microsoft 365 and exposure to Microsoft Azure.- Proven problem-solving skills, especially when working under pressure.- The ability to challenge existing processes and drive improvements.- High attention to detail and accuracy in all tasks.- Excellent communication skills, with the ability to motivate and drive performance.- ITIL Foundation certified (ref:hirist.tech)

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