Senior Support Engineer

4 weeks ago

Chennai, 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, co-ordination, 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

(ref:hirist.tech)

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