Onshore Desk Site Support Engineer
4 weeks ago
Job Summary –
A mid-senior level Deskside support technician with experience in handling banking & finance domain customer and trading floor support experience.
Years of experience needed –
Candidate should at least have 5-7 years of experience in building laptops and desktops using Microsoft Intune/ Autopilot environment and providing support to end users on M365 Suite products.
Technical / Non-Technical Skills:
- Strong 2nd line technical skills and Excellent customer care skills
- VIP ticket handling
- IT Asset management
- Process & SOP Documentation
- ITIL processes knowledge
- Trading floor office IT support experience
- Willingness to Sync with Offshore teams to discuss and work on different issues.
- Windows 10 client OS
- Auto pilot (Intune) device management
- Hardware VPN expertise (Cisco Meraki)
- Microsoft surface book hardware/ driver troubleshooting
- Microsoft Office 365
- Dynamic 365 & ServiceNow based ITSM & Asset management experience.
- Minimum 1-year experience in Data Centre Operations and good knowledge in Networking concepts
- Software and Application Troubleshooting
- Bloomberg terminal installation and troubleshooting
- Drive high level of customer service and satisfaction
- Manage incident and service request queues to ensure SLAs are met
- Provide hands on resolution of 1st to 3rd line software and hardware incidents where required
- Work with offshore capabilities to deliver efficient and effective service
- Review and take part in problem management activities
- Fulfill service requests for varied IT equipment
- Drive compliance to internal and external processes and standards
- Initiate service improvements to the overall service
- Maintain knowledge repository documentation
- Take part in change management activities as required
- Flexibility to work in shifts during business hours
- Willingness to travel to user home/ remote offices
- Willingness to work during non-business hours and weekend for high priority work
- Ability to work with multiple teams to ensure deliverables are met
- Ability to develop relationships with suppliers and drive their teams to deliver to timeframe
- Capable of delivery against tight deadlines
- Ability to work off their own initiative
Certifications Needed:
- M365
- Windows 10 /11
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