Desktop Engineer

We are hiring an experienced Desktop Engineer to join our team.

Key responsibilities for this job:

* Acting as first point of contact for Exponential-e Managed Services End User team

* Answering Desktop support calls and responding to inbound customer tickets.

* Respond and attempt to resolve support calls as agreed within Service Level Agreements.

* Triage and troubleshoot issues and follow the internal escalation process where required.

* Maintain excellent verbal and written communication with the ability to communicate

effectively with technical and non-technical customers at all levels.

* To be a highly motivated team player with the skills and ability to manage changing priorities.

* Setup/Configure/Maintain/Administer desktop computers and peripherals.

* Remote troubleshooting of networking devices

* Perform general preventative maintenance tasks on end-user devices and peripherals.

* Access Management and Maintenance through Active Directory and M365 (Account

Provision, Account Revocation, Password resets).

* Manage and maintain antivirus protection across our customer base.

Knowledge and experience required:

* Minimum 4 year experience in managing/troubleshooting Windows Desktop Operating

Systems & Apple Operating Systems

* Proven track record for troubleshooting and administering M365

* Experience in Microsoft Exchange, Active Directory, Windows Server & Desktop

technologies.

* Previous experience as an end user support engineer for a busy service desk

* Experience in using ITIL based ticketing system and Change management (ITIL foundation

preferred)

* Experience of Provisioning desktop, laptops, tablets, mobile devices, and printers.

* An analytical mind and strong problem-solving ability

* Troubleshooting experience with Virtual Desktops Citrix or Azure VDI preferable

* Ability to carry out Message tracking, filtering, and managing policies.

* General maintenance tasks to protect end user devices using Antivirus tools.

* Desired skills in Microsoft System Centre, Intune, 365, PowerShell Team Calling and

SharePoint.

* Desired skill with Intune Deployment and packaging of products

* Experience in Remote Support, troubleshooting and investigating home user setups.

* Knowledge of Basic Networking (Lan, Wan, DHCP, VPN, DNS, MFA)

* Microsoft certified required or similar qualification.

* Experienced support of international customer based in UK, US, or Australia.

* Required Experience in a Customer Service role

Location: Technopark, Trivandrum