Service Desk Engineer

FAI

About The Position

The Service Desk Engineer identifies and resolves complex issues reported by users, handles system requests and high-priority tickets, and helps maintain user and system uptime through remote problem solving and coordination with outside resources and vendors. The role supports multiple customer accounts and ensures tickets are resolved in accordance with service-level agreements and customer policies and procedures. The position configures hardware and software to customer specifications and supports reported problems involving desktop computers, laptops, peripherals, and mobile devices. It also evaluates new product versions and recommends upgrade schedules; sets up and troubleshoots domains, user accounts, and software accounts; and formats, installs, sets up, maintains, and troubleshoots desktop and laptop computers for end users. The role supports Windows 10, Microsoft Office 2016, authorized desktop applications, printers, computer hardware, and other authorized peripheral equipment. Responsibilities also include preventative maintenance and remedial repairs, understanding First American (India)'s IT infrastructure and basic servers, diagnosing server issues, triggering system updates, supporting new projects and hardware installations, maintaining user profiles and policies, and ensuring adherence to software license agreements.

Requirements

Minimum of 15 years of formal education; Graduate or Post Graduate in Commerce.
Two to three years of professional work experience.
Experience with remote access systems.
Knowledge of desktop and laptop troubleshooting and a basic understanding of networks.
Excellent customer support skills.
Ability to prioritize IT tickets and respond effectively to end users.
Ability to think on one's feet and close tickets within SLA.
Ability to multitask while managing multiple tickets and user requests.
Knowledge of using a ticketing tool, such as Service First.
Ability to support and troubleshoot Windows 10 and Microsoft Office 2016.
Ability to support and troubleshoot printers, computer hardware, and authorized peripheral equipment.

Responsibilities

Identify and resolve complex issues reported by users, system requests, and high-priority tickets.
Maintain user and system uptime through remote problem solving and coordination with outside resources and vendors.
Manage multiple customer accounts, tickets, and user requests.
Resolve support tickets in accordance with Service Level Agreements and customer policies and procedures.
Configure hardware and software to customer specifications.
Support reported problems with desktop computers, laptops, peripherals, and mobile devices.
Evaluate new product versions and recommend upgrade schedules.
Set up and troubleshoot domains, user accounts, and software accounts.
Format, install, set up, maintain, and troubleshoot desktop and laptop computers for end users.
Upgrade, support, and troubleshoot Windows 10, Microsoft Office 2016, and authorized desktop applications.
Upgrade, support, and troubleshoot printers, computer hardware, and authorized peripheral equipment.
Perform preventative maintenance and remedial repairs on computers, laptops, printers, and authorized peripheral equipment.
Understand First American (India)'s existing IT infrastructure and the basic servers in use.
Diagnose server issues or incidents and trigger server updates as necessary.
Support development and implementation of new projects and new hardware installations.
Perform configuration and maintenance activities relating to user profiles and policies.
Ensure adherence to software license agreements.