Easter Seals Jobs

Description

The Senior IT Service Desk Engineer will be responsible for providing advanced technical support and leadership within the IT Service Desk team. This role requires a highly skilled and experiencedITprofessionalwhocantroubleshootcomplexissues,mentorjuniorteammembers, and ensure high levels of customer satisfaction. The Senior IT Service Desk Engineer will also play a critical role in optimizing IT service processes and contributing to strategic IT projects.

Key

Responsibilities:

• Provideadvancedtroubleshootingandresolutionforhardware,software,and network-related issues.

• Serveasanescalationpointforcomplextechnicalproblems.

• Manageandresolveincidentsandservicerequestsinatimely manner.

• Supportend-usersremotelyandon-siteasneeded.

• MentorandguidejuniorITservicedeskengineers.

• Assistintrainingnewteam membersandupdatingknowledgebasearticles.

• Leadbyexample,promotingbestpracticesandacustomer-centricapproach.

• IdentifyandimplementimprovementstoITservicedeskprocesses.

• DevelopandmaintaindocumentationforITproceduresandworkflows.

• Monitorservicedeskperformancemetricsandsuggest enhancements.

• ParticipateinandleadIT projects,ensuring alignmentwithbusiness objectives.

• CollaboratewithotherITteamsanddepartmentstoimplementnewtechnologies and solutions.

• Providetechnicalexpertiseintheplanningandexecutionof IT initiatives.

• Deliverexceptionalcustomerservice,maintaininghighlevelsofcustomer satisfaction.

• Communicateeffectively withusers,providingclearandconciseinformation.

• Managecustomerexpectationsandfollowuptoensureissuesareresolved satisfactorily.

Qualifications

• Experienceinasenior or leadroleis preferred.

• ProficientinWindows andMacOS environments.

• Strongknowledgeof networkingconcepts (TCP/IP,DNS, DHCP,VPN, etc.).

• Experiencewith ITSMtools(e.g.,ServiceNow,JIRA)andremotesupporttools.

• Familiaritywithcloudservices(e.g.,AWS,Azure)andvirtualization technologies.

• Knowledgeof cybersecuritybest practices.

• Excellentproblem-solvingandanalytical skills.

• Strongcommunicationandinterpersonal skills.

• Abilitytoworkindependentlyandaspartof ateam.

• Strongorganizationalskillsandattentiontodetail.

• Abilitytohandlemultipletasksandprioritizeeffectively.

• Bachelor’sdegreeininformationtechnology,ComputerScience,orrelatedfield (or equivalent experience)

• Minimumof8yearsofexperienceinanITservicedeskorsimilartechnical support role.RelevantITcertifications(e.g.,CompTIAA ,Network ,MicrosoftCertified:Azure Fundamentals, ITIL) are a plus.

Job Engineering

Primary Location India-Maharashtra-Mumbai

Schedule: Full-time

Travel: No

Req ID: 243083

Job Hire Type Experienced Not Applicable #BMI N/A