First American - Service Desk Engineer

Technical Skills :

• 2-3 years of Voice based Service desk work experience in a business environment.
• Address technical issues through Phone, E-mail, ESS, Voicemail, Chat and remote access.
• To liaison between various teams such as change management, incident management and implementation, in accordance with schedules.
• Must have knowledge in Support the following technologies : Office 365 - Office suite, Windows 10 / 11 desktops, laptops, printers, network copiers, NIC's, basic LAN / WAN connectivity and others as assigned.
• Basic installation & troubleshooting knowledge on Windows 2012 and above server Operating system.
• Technical skills related to Desktop Patch management, Software Installation and Basic Networking skills.
• Knowledge on Installation, configuration and maintenance of regular updates of Antivirus.
• Knowledge on domain and local system policies and group policies
• Knowledge and Technical expertise on Work group / Domain / DNS / DHCP / AD / Exchange / O365.
• Expert knowledge on ticketing tool with ITIL framework
• Managing the complete Ticketing workflow
• Assisting the Manager in IT Infrastructure projects
• Basic Knowledge on the Network Infrastructure
• Management of all Major Incidents in a shift
• Knowledge on service operational reviews, ensuring SLA, KPI and other data / information is provided and assist with such reviews
• Monitor adherence to SLA's - quality and timelines
• Knowledge on Citrix / VDI environment / W365
• Basic Scripting knowledge
• Business and technical writing skills would be an added advantage.
• Create SOP's, Process Documentation and create Knowledge Documents.
• Should work in cohesion with Team and streamline the process gaps / If any.
• Capable of handling onsite leadership escalations and customer's escalations / feedbacks.
• An excellent problem solver with strong analytical skills.
• Optimize and automate daily operations
• Active participation in hiring process (Interview and share feedback) for the selected candidates
• People management and Team Building.
• Experience providing superior customer service and support.
• Experience working effectively in a team environment, communicating effectively, resolving issues efficiently, and contributing to the improvement of the IT Services and infrastructure.

Experience :

Key Competencies :

Soft Skills :

(ref : hirist.tech)