Senior Servicedesk Engineer - Technical Support and Escalation
Senior Servicedesk Engineer - Technical Support and Escalation
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Job Description
Looking for a polished and detailfocused 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 cloudrelated issues. Proficiency in using and managing ticketing systems is essential as the role requires meticulous logging of notes and time for each client interaction.
Whats for the Candidate:
- Potential travel to Europe depending on projects
- Compensation based on your competency and potential
- Opportunity to work in a growing Londonbased MSP
- Lean Hierarchy with familylike work culture
Job Responsibilities:
- Act as the primary escalation point for technical queries ranging from 1st to 3rd line support.
- Provide expertlevel 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:
- Bachelors 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 problemsolving 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 a senior technical support role
- Possesses Laptop/Desktop for working till Probation Period
- Willing to work parttime 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 Parttime)
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Employment Type
Full Time
