Service Desk Engineer

First American; Bengaluru; On-site; INR 400,000 - 600,000; Full time

Job summary

First American (India) in Bengaluru is seeking an IT Helpdesk professional to manage end-user support, resolve complex issues, and maintain system uptime. You will coordinate with vendors, handle remote access, and configure desktops, laptops, and peripherals to customer specifications.

The role requires 2–3 years of relevant experience and a graduate/postgraduate degree in Commerce. It offers a stable full-time on-site position with an opportunity to contribute to diverse IT projects.

Qualifications

• Identify and resolve complex issues reported by users; handle high priority tickets.
• Maintain user and system up-time through remote problem solving and vendor coordination.
• Must have experience with remote access systems.
• Configure hardware/software to customer specifications.
• Deliver support for desktop computers, laptops, peripherals and mobile devices.
• Evaluate new product versions and plan 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.

Responsibilities

• Identify and resolve complex user issues and high-priority tickets.
• Maintain user and system uptime through remote problem solving.
• Configure hardware and software to customer specifications.
• Provide desktop/laptop, printer and peripheral support.
• Evaluate product versions and plan upgrade schedules.

Skills

Troubleshooting desktops/laptops

Customer support

Remote access

Ticketing system experience

Multitasking

Education

Graduate / Postgraduate in Commerce

Tools

Windows 10

Microsoft Office 2016

Printer & peripheral support

Desktop hardware

Job description

Company SummaryFirst American (India) is a GCC (Global Capability Center) of the First American Financial Corporation (NYSE: FAF) family of companies. FAI is a proud member of the FORTUNE 500 companies and has been amongst the Fortune 100 Best Companies to Work For list for eight consecutive years. First American Financial Corporation provides comprehensive title insurance, closing/settlement, property data and technology solutions. First American (India) creates quality solutions for its customers by combining software, back office, and knowledge processing operations to fulfill First American's business requirements. Our priorities are our employees, customers, and shareholders - in that order. First American (India) has been ranked amongst India's Best Companies To Work For 2023: Listed amongst the Top 100 by Great Place To Work India, FAI is also certified Best Workplaces for Women and Workplace with Inclusive Practices. Software Services helps build First American's product suite that encompasses the best in class Title Insurance, Settlement and Mortgage solutions platforms. Leverages technology product stack across Microsoft platform predominantly to develop, enhance and maintain the best in class applications. The R & D division delivers solutions for the title insurance industry leveraging the best of NLP, AI and ML.Job SummaryJob DescriptionThis role shall be responsible for identifying and resolving complex issues reported by users, system requests and handle high priority tickets. This position maintains user and system up-time through effective remote problem solving and by working with outside resources and vendors to deliver effective resolution. Must have experience with remote access systems. Ability to manage multiple customer accounts at any given time. Ensure support tickets are resolved in accordance with Service Level Agreements and customer policy / procedures, Configure hardware / software to customer specifications. Deliver support for 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 with and for end users.Competencies:Demonstrate knowledge of troubleshooting desktops/ laptops and basic understanding for networks.Excellent customer support skillsAbility to prioritize IT tickets and respond effectively to end user.Should be able to think on his feet to ensure tickets and closed within SLA.Ability to multi task while managing multiple tickets and user requests.Knowledge of using any ticketing tool such as service first.Technical Skills:Upgrading, supporting and troubleshooting Windows 10 and Microsoft Office 2016 and any other authorized desktop applications Upgrading, supporting and troubleshooting for printers, computer hardware and any other authorized peripheral equipmentPerforming general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipmentPerforming remedial repairs on computers, laptops, printers and any other authorized peripheral equipment.Understanding the working nuances of FAI's existing IT infrastructure Preparing to trigger system updates as and when necessaryUnderstanding the basic servers in use at FAIBeing able to effectively diagnose any issues or incidents with serversTrigger server updates as and when necessarySupport development and implementation of new projects and new hardware installationsPerform configuration and maintenance activities relating to user profiles and policiesEnsure adherence to the terms of license agreementsEducational Qualification and Experience:Minimum of 15 years of formal education - Graduate / Post Graduate in Commerce.Professional work experience of 2 to 3 years.FAI is committed to create an environment that respects, supports and inspires all individuals. We do not discriminate on the basis of color, religion, sex, gender identity, sexual orientation and age. At FAI, we celebrate diversity and believe that an inclusive workforce benefits employees, the organization and our community. We are an Equal Opportunity Employer. For more information about our company and dedication to putting People First, check out https://firstam.wd1.myworkdayjobs.com/faicareers.