ITSD Engineer

We are seeking an experienced ITSD Engineer to join our team at Ivy, a leading company in the sports betting and gaming sector. As an ITSD Engineer, you will be responsible for providing high-quality support services to internal customers, ensuring that they receive timely and effective solutions to their IT-related issues.

Salary: $80,000 - $100,000 per annum, depending on location and experience.

• Act as the single point of contact for all internal customer IT incidents and service requests, managing these incidents and requests throughout their lifecycle.
• Troubleshoot workplace-related internal customers' issues via telephone or remote access and resolve upon first contact, when possible.
• Accurately record and document all details of the issue or service request, including categorization and priority into the IT service desk tool (ITIL framework based).
• Troubleshoot and fix issues related to OS (Windows/Mac/Linux), Windows applications (MS O365, Browser, MS Teams, etc.), Printers to ensure optimal IT workplace environment.
• Troubleshooting network connectivity in a LAN/WAN/Wi-Fi environment and SSL VPN establishing using RSA token-related issues.
• Perform active directory-related operational tasks like management of user accounts, access, secure and file share groups.
• Perform Exchange server operational-related tasks like management of user & functional mailboxes, and distribution groups, etc. Also, Teams SIP account management.
• Provide 'how to' assistance on all internally supported devices, applications, and systems.
• Escalate to appropriate on-site team or subject-matter experts in accordance with service-level agreements, and follow up on incidents or service requests when appropriate.
• Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues.
• Respond to end-user inquiries regarding the status of incident/service request tickets, and perform follow-ups.
• Build relationships with the on-site support technicians and subject-matter experts to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded.
• Be an advocate for the end-user to ensure he or she receives high-quality and timely service and support from the entire IT organization.
• Promote self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs.
• Ensure that IT Service Desk adheres to agreed operational processes.

• Strong IT service support experience in executing corporate IT-related tasks within service level agreements.
• Minimum 4 - 6 years of relevant IT support services experience.
• Sound technical knowledge on Microsoft Windows 10, Azure AD, and Office 365, etc.
• Working knowledge on Active Directory, Azure AD, Exchange, and MS Teams user account and Secure Groups Management related tasks.
• Strong troubleshooting and analytical skills and working knowledge on remote assist tools.
• Strong professional communication skills – capable of communicating with both technical and non-technical remote customers.
• Strong service focus – able to resolve problems under high workload and customer frustration.
• Ability to learn new technologies and applications.
• Solid written and verbal communication skills with Strong English language skills are mandatory.
• Strong time management skills.

• Safe home pickup and home drop (Hyderabad Office Only)
• Group Mediclaim policy
• Group Critical Illness policy
• Communication & Relocation allowance
• Annual Health check

Ivy is committed to creating a diverse, equitable, and inclusive future for our people and the wider global sports betting and gaming sector. We value individuality and strive to ensure that everyone feels valued, respected, and celebrated.