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Information Technology Service Desk

4 months ago

hyderabad, India Launch India Full time
IT Service Desk - Tier 2
Description:
Be a part of our success story. Launch offers talented and motivated people the opportunity to do the best work of their lives in a dynamic and growing company. Through competitive salaries, outstanding benefits, internal advancement opportunities, and recognized community involvement, you'll have the chance to create a career you can be proud of. Your new trajectory starts here at Launch.
We are looking for a skilled IT Service Desk - Tier 2 engineer to provide quick and useful technical support to our US internal users and clients. who will answer questions about technical challenges and provide solutions. To comprehend issues and find solutions, one needs to be well-versed in technology and possess strong communication skills. To handle challenging customers, one must also be patient and customer focused. The objective is to add value for customers in a way that maintains the business and reputation of the organization.
Location : Hyderabad
Work Mode : work from office.
Shift Timings : Rotational and Night shift.
Years of Experience :5-10 years
Key Responsibilities:
•Act as the initial point of contact for consumers and users who email or use the ticketing system to request technical support.
•Utilizing diagnostic procedures and relevant inquiries, conduct remote troubleshooting.
•Based on the problem and the information users have supplied, choose the appropriate course of action.
•Guide users through the process of resolving issues.
•If a solution is not found, tier 2 support elevates the incident to tier 3, and unsolved issues are directed to the next level of support staff.
•Skilled and experienced technical professionals evaluate issues and offer solutions for problems that cannot be handled by tier 1.
•Update user information and follow up on issues.
•Record events and problems along with their resolution in ticket logs.
•Forward user comments or ideas to the manager and internal team.
•To guarantee the seamless and dependable functioning of software and systems to accomplish corporate goals and procedures, work in conjunction with the team and engineering personnel.
•Have expertise in identifying vulnerabilities in Microsoft Azure and debugging high-risk user
sign-ins.
•As part of the root cause analysis process, recognize and address reoccurring issues and trends.
Requirement & Skills:
•Candidate should have a bachelor's degree in computer science, or information systems, from an accredited university or the equivalent combination of education and experience in a related field
•A minimum of 5 + years’ experience working in an IT service Desk, Helpdesk, or end-user support.
•Comprehensive and up-to-date understanding of Microsoft AAD, Entra, 365, Exchange, Purview, Defender, SharePoint, Teams, and Intune admin center. PIM, DNS, Entra Risk detections, O365 alerts, and subscriptions.
•Proficiency with task management and customer relationship management.
•Outstanding analytical and problem-solving abilities
•Advanced interpersonal, communication, and teamwork abilities
•Excellent time-management and organizational skills.
•Support personnel with deep knowledge of the product or service, but not necessarily the engineers or programmers who designed and created the product.
Preferred Skillset:
AZ 900 – Az104 certification.
knowledge of networking, SQL, PowerShell scripting, Hyper-V,
We are Navigators in the Age of Transformation .
We use sophisticated technology to transform clients into the digital age, but our top priority is our
positive impact on the human experience. We ease anxiety and fear around digital transformation
and replace it with opportunity. Launch IT is an equal opportunity employer and considers applicants
for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship
status, marital status, military/veteran status, genetic information, sexual orientation, gender
identity, physical or mental disability or any other characteristic protected by applicable laws. Launch
IT is committed to creating a dynamic work environment that values diversity and inclusion, respect
and integrity, customer focus, and innovation.
About Company
Launch IT India is wholly owned subsidiary of The Planet Group
( ; ) a US company, offers attractive
compensation and work environment for the prospective employees. Launch is entrepreneurial
business and technology consultancy. We help businesses and people navigate from current state to
future state. Technology, tenacity, and creativity fuel our solutions with offices in Bellevue,
Sacramento, Dallas, San Francisco, Hyderabad & Washington D.C.