Lead Service Operations Engineer

Providence College Of Engineering; Hyderabad; Presencial; INR 900 000 - 1 500 000; Tempo integral

Resumo da oferta

Responsibilities include incident handling, AD/M365 tasks, remote access support, and ITIL-aligned processes. A flexible, customer-focused mindset is essential, with strong English communication.

Qualificações

• 5–8 years of experience in Service Management or Service Desk Operations.
• Excellent communication in English (verbal & written).
• Willingness to work in a 24/7 environment.
• ITIL v4/v5 Foundation certification preferred.
• Proficient with MS Outlook, Word, Excel, Internet, Power BI, SQL.
• Experience with Active Directory, M365 and ITSM.

Responsabilidades

• Handle Tier 1.5 support requests and escalations via ITSM tools.
• Troubleshoot hardware, software, and network issues for end users.
• Provide support for Windows/Mac, VPN, printers, and collaboration tools.
• Create and maintain knowledge articles to improve FCR.
• Monitor and document production solutions; drive process improvements.
• Follow ITIL practices for incident, problem, and change management.
• Assist with software deployments, updates, and system imaging.
• Support Active Directory tasks like password resets and user management.
• Manage remote access (Citrix, VPN, RDP) and connectivity.
• Escalate complex incidents to Tier 3 with detailed documentation.
• Perform data quality audits on incident logging and analyze trends.
• Work cross-functionally with IT teams to ensure customer satisfaction.

Conhecimentos

Fluent English communications

MS Outlook

Word

Excel

Internet

Power BI

SQL

ITIL

M365

Ferramentas

Active Directory

ITSM

Descrição da oferta de emprego

Job Summary

We are looking for a highly skilled and customer-focused Tier 1. 5 Support Engineer to join our team. The Tier 1. 5 Engineer is responsible for handling advanced support issues, resolving escalated technical problems, and serving as the point of contact between Tier 1 support and specialized IT teams. This role requires strong troubleshooting capabilities, excellent communication, and a deep understanding of IT infrastructure and end-user technologies

Responsibilities

• Customer Service : Personal responsibility for customer satisfaction. Professionally represents the Face and Voice of IT in difficult situations, consistently strives to listen, understand, and support the needs of others in a sensitive manner.
• Quality : Performs challenging tasks efficiently and effectively. Anticipates problems and takes corrective action prior to completing the task. Sets challenging objectives and works against self-defined standards of excellence to continually improve personal performance.
• Problem Solving : Strong attention to detail and outstanding analytical skills.
• Collaboration : Ability to work effectively to build relationships with colleagues, customers, and management through positive interaction.
• Flexibility and response to change : Proven ability to organize multiple efforts and to respond to shifting priorities. Demonstrated ability to study, understand, adapt, and respond effectively to a constantly changing environment
• Communications : Listens with sensitivity and openness. Actively seeks constructive feedback and remains open and receptive to it. Anticipates the information needs of others. Proven skills in communicating with clinical and technical customers.

What would your day look like

• Handle incidents and service requests escalated from Tier 1 support via ITSM tools (e. g. , ServiceNow)
• Troubleshoot and resolve hardware, software, and network issues for end users.
• Provide support for Windows/Mac OS, Microsoft 365, VPN, printers, mobile devices, and collaboration tools.
• Identify area of opportunity for latest Knowledge Articles towards enhanced FCR (First Call Resolution) and supportability.
• Ensure production solutions are reliable, secure, and effective and that implemented solutions are continuously monitored and documented. Look for opportunities to Left Shift and Right Shift tickets to reduce overall customer pain points, manual toil, and cost per ticket.
• Execute operational excellence, tracking metrics and KPIs to drive governance, quality, and efficiency. Influence and improve existing processes through innovative behaviors and effective change management.
• Perform Data Quality Audit on Incident logging. Suggest required changes towards deriving incident patterns and trends.
• Perform monthly Incident Pattern and Theme analysis.
• Execute opportunities and drive automation to improve KPIs on ticket reduction, ticket cycle time and resolution rate.
• Perform administrative tasks and troubleshooting in the following environments including Citrix, Active Directory, Single Sign-On services, E-mail Exchange, Patient electronic health records and other applications as needed.
• Support Active Directory tasks: password resets, user account management, group policy troubleshooting.
• Manage remote access and connectivity issues (e. g. , Citrix, VPN, RDP).
• Perform root cause analysis for recurring issues and document resolutions.
• Escalate unresolved incidents to Tier 3 or specialized teams with detailed documentation.
• Follow ITIL best practices for incident, problem, and change management.
• Support software deployments, updates, patching, and imaging of systems.

Who are we looking for

• 5-8 years of Industry experience in Service Management, Service Desk Operations
• Good Communications skills (Fluent English)
• Flexibility to work in 24/7 work environment
• ITIL v4/v5 Foundation certification (Preferred)
• Required Skills: MS Outlook, Word, Excel, Internet, Power BI, SQL
• Experience with Active Directory, M365 and ITSM

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.