Service Desk Engineer

Responsibilities

• First Point of Contact
• Serve as the initial point of contact for end users seeking technical assistance via phone, email, or chat.
• Remote Troubleshooting
• Perform remote troubleshooting using diagnostic techniques and relevant questions.
• Solution Determination
• Analyze issues and determine the best solution based on customer details.
• Problem Solving
• Guide customers through problem-solving steps.
• Escalation
• Escalate unresolved issues to the appropriate support level.
• Documentation
• Maintain accurate logs of events, problems, and resolutions.
• Feedback
• Relay customer feedback or suggestions to internal teams.
• Improvements
• Identify process improvements and suggest enhancements.

Requirements and Skills

• Experience: 5 years in a help desk or customer support role.
• Computer Literacy: Understanding of computer systems, mobile devices, and software applications.
• ITIL Knowledge: Knowledge of ITIL fundamentals.
• Preferred: Excellent communication skills in English, customer-centric, and patient.

Education

• BSc, BA in Computer Science or a relevant field.

Shift Timing

24/7 eyes on glass monitoring and email for OnPrem servers, physical, virtual, storage, backup, network devices, APs, WLCs, circuits, routers, switches, firewalls, F5s.

Context Menu

Example: Cisco, VMWare, HyperFlex, Nimble, Acronis, coordinate with ISP for circuit issues, restoration (ATT, Comcast, Verizon, Lumen).

Benefits/Perks

• Comprehensive Medical Plan
• Covering Medical, Dental, Vision
• Short Term and Long-Term Disability Coverage
• 401(k) Plan with Company match
• Life Insurance
• Vacation Time, Sick Leave, Paid Holidays
• Paid Paternity and Maternity Leave

Disclaimer

The compensation and benefits information provided herein is accurate as of the date of this posting. LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.