Senior Servicedesk Engineer - Technical Support and Escalation

Cloud Counselage Pvt Ltd; Mumbai; Remote; INR 600,000 - 900,000; Part time

Benefits offered by this job

Opportunity to work in a growing London-based MSP

Potential travel to Europe based on projects

Compensation based on competency and potential

Job summary

A growing technology company is seeking a Senior Servicedesk Engineer to act as an escalation point for technical support. This role involves providing expert troubleshooting for various technologies including Windows, Mac, Office 365, and Azure. The candidate should have over 3 years of experience in a similar role, exceptional communication skills, and the ability to work independently. This is a part-time remote role based in Mumbai requiring adaptation to UK shift timings.

Qualifications

• 3+ years of experience in a senior technical support role.
• Strong knowledge of various technologies including Windows and Mac environments.
• Proficient in using ticketing systems and service desk operations.
• Proficient in using ticketing systems with a strong understanding of service desk operations.

Responsibilities

• Act as primary escalation point for technical queries.
• Provide troubleshooting for technical issues related to various technologies.
• Communicate with internal teams via ticketing system and Microsoft Teams.
• Maintain detailed records of client interactions.
• Support junior team members and collaborate with IT support teams.
• Collaborate with other IT support teams for a cohesive support experience.
• Support junior team members and adhere to IT service management standards.

Skills

Troubleshooting for Windows and Mac

Office 365

Azure

Cloud Technologies

Client-facing skills

Communication skills

Education

Bachelor's degree in Computer Science or IT

Tools

Ticketing systems

Cisco Meraki

Ticketing systems

Cisco Meraki

Job description

Senior Servicedesk Engineer - Technical Support and Escalation

Job Openings Senior Servicedesk Engineer - Technical Support and Escalation

About the job Senior Servicedesk Engineer - Technical Support and Escalation

Looking for a polished and detail-focused 3+ years experienced Senior Engineer to act as a critical escalation point for the service desk team. This role involves resolving a wide range of technical support queries, from 1st to 3rd line, primarily via email and internal communications through Microsoft Teams.

The ideal candidate will have a comprehensive understanding of various technologies including computers/laptops (Windows and Mac), Office 365, infrastructure support, VoIP, Azure, and cloud-related issues. Proficiency in using and managing ticketing systems is essential, as the role requires meticulous logging of notes and time for each client interaction.

What's for the Candidate:

• Potential travel to Europe depending on projects
• Compensation based on your competency and potential
• Opportunity to work in a growing London-based MSP
• Lean Hierarchy with family-like work culture

Job Responsibilities:

• Act as the primary escalation point for technical queries ranging from 1st to 3rd line support.
• Provide expert-level troubleshooting for issues related to computers/laptops (Windows and Mac), Office 365, infrastructure, VoIP, Azure, and Cloud Technologies.
• Efficiently communicate with internal technical team via ticketing system and Microsoft Teams to resolve technical issues.
• Maintain detailed records of all interactions, actions, and resolutions in the ticketing system.
• Ensure accurate logging of time and notes against each client query.
• Collaborate with other IT support teams to ensure a cohesive support experience.
• Support junior team members, enhancing their technical skills and knowledge.
• Adhere to IT service management standards and best practices.
• Follow and assist in improving the existing processes with Senior Management.
• Networking experience with routers, switches, Cisco Meraki.

Mandatory Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven experience in a senior technical support role, handling a wide range of technical queries.
• Strong knowledge of Windows and Mac environments, Office 365, Azure, and cloud technologies.
• Proficient in using ticketing systems with a strong understanding of service desk operations.

Qualities:

• Excellent problem-solving skills and attention to detail.
• Exceptional communication skills, both written and verbal.
• Ability to work independently and manage multiple tasks simultaneously.

Eligibility Criteria:

• Client Facing Skills - UK and Europe
• 3+ years of experience in senior technical support role
• Possesses Laptop/Desktop for working till Probation Period
• Willing to work part-time for a growing organisation as per UK shift timing
• Residing in Mumbai

Device: Azure VDI Environment Thin client / Monitor and Keyboard and mouse provided

Job Location: WFH (Remote) from Mumbai location (UK shift, Part-time)

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