IT Service Desk Engineer/IT Helpdesk Engineer

3 days ago

Delhi, Delhi, India Intertek Full time ₹ 12,00,000 - ₹ 36,00,000 per year

KEY Responsibilities and ACCOUNTABILITIES (INCLUDING BUT NOT LIMITED TO)

  • Deliver high quality IT support services.
  • Remote endpoint and end user support, for incident, request, and project.
  • Maintain Endpoint standards and configuration.
  • Support Windows 10/11 machines for software deployment, and troubleshooting
  • Support Laboratory machines with testing instruments attached.
  • Provide updates to end users and ensure service now tickets remain up to date.
  • Updating the knowledge base to improve the IT Service desk first time fix rate.
  • Proactively identify process, system, template, and standard documentation improvement opportunities within the team
  • Create, maintain monitor Windows server and VMware Hypervisor server PAN India
  • Monitoring server backups Live vault for cloud, veritas backup tapes.
  • Maintain CISCO network (Wi-Fi, APs, Switches for multiple locations)
  • Configure AD, FTP, DHCP, DNS, managing User rights, Group policies, Installation of License OS
  • Maintaining firewall, Anti-virus
  • NAS storage, Network scanners, Printers
  • Ensure adherence to company IT standards.
  • Ensure adherence to company IT processes such as change management.
  • Troubleshoot and resolve escalated issue tickets. Document each contact with details, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
  • Write effective technical documentation as assigned.
  • Assist with regional project deliveries for upgrading and managing regional systems.
  • Understand the importance of Global Standards and ensuring solutions fit within these.
  • Accountable for justification and in some case business case creation of any spend. Able to present and seek approvals.
  • Test network performance and provide network performance statistics and reports; develop strategies for maintaining network infrastructure.
  • Negotiate with vendors, outsourcers, and contractors to secure infrastructure-specific products and services.
  • Assist with the planning and deployment of global security measures.
  • Work within Global SLAs under GSD
  • Direct and administrate a contingent of network analysts and technicians, and where necessary

We are Looking for You with

REQUIREMENTS

  • Personable, able to work with individuals at all levels including CXOs.
  • Certifications in MCSE, CCIE Advantageous
  • 3 years experience managing and delivering infrastructure design and operational excellence.
  • 3 years service delivery management and/or partnering experience.
  • Exceptional knowledge of service and application delivery, as well as successful service level agreement accomplishments.
  • 3 years successful leadership of an infrastructure team.
  • Hands-on experience in troubleshooting hardware.
  • Knowledge of current protocols and standards
  • Ability to make sound and logical judgments.
  • Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations.
  • Ability to present ideas in a user-friendly language.
  • Highly self-motivated and directed.
  • Take attention to detail.
  • Strong customer service orientation

MANDATORY SKILLS

  • Install, Configure & Troubleshoot - Windows 11
  • Install, Configure & Troubleshoot - Window Servers, VM ware
  • Configure GPO & Drive Mapping
  • End Users Support - Hardware & Software
  • Networking switches, APs - Configurations (CCNA)
  • Firewalls & Policy - Configurations
  • Application Support, Database Support
  • IT Asset Management, Auditory Compliances (ITIL)
  • Data Backup & Recovery
  • VC Configurations & Setup, EPBX, UPS maintenance etc.

*English Communication - Read/ Write/ Speak

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