Engineer - ITSD

Purpose of Role

The Engineer ITSD (End User Services EUS) is the first point of contact between internal customers and the IT organization for workplace related request and issues. The analyst is responsible for recording the details of reported IT service issues and service requests and working to either restore service as quickly as possible or alerting and/or escalating them to the appropriate specialist support groups. Fulfil IT service requests if can be delivered remotely after duly processed. The position requires extensive technical troubleshooting and analytical abilities and excellent customer service skills.

Primary Responsibilities

• Act as single point of contact for all internal customer IT incidents and service requests managing these incidents and requests throughout their lifecycle
• Troubleshoot workplace related internal customers issue via telephone or remote access and resolve upon first contact when possible
• Accurately record and document all details of the issue or service request including categorization and priority into the IT service desk tool (ITIL framework based)
• Troubleshoot and fix issues related to OS (windows/Mac/Linux) Windows applications (MS O365 Browser MS Teams etc.) Printers to ensure optimal IT workplace environment
• Troubleshooting network connectivity in a LAN/WAN/WiFi environment and SSL VPN establishing using RSA token related issues
• Perform active directory related operational tasks like management of user accounts access secure and file share groups
• Perform Exchange server operational related tasks like management of user & functional mailboxes and distribution groups etc. Also Teams SIP account management.
• Provide how to assistance on all internally supported devices applications and systems
• Escalate to appropriate onsite team or subjectmatter experts in accordance to servicelevel agreements and follow up on incidents or service requests when appropriate
• Leverage internal and external resources (knowledge bases manuals support sites vendors) to answer questions and resolve issues
• Respond to enduser inquiries regarding the status of incident/service request tickets and perform followups
• Build relationships with the onsite support technicians and subjectmatter experts to ensure that ITdelivered services and enduser productivity goals are understood and met or exceeded
• Be an advocate for the end user to ensure he or she receives highquality and timely service and support from the entire IT organization.
• Promote selfservice tools and the knowledge repository as mechanisms to improve enduser satisfaction and reduce costs
• Ensure that IT Service Desk adheres to agreed operational processes

Qualifications :

Essential

• Strong IT service support experience in executing corporate IT related tasks within service level agreements
• Minimum 4 6 years of relevant IT support services experience
• Sound technical knowledge on Microsoft Windows 10 Azure AD and Office 365 etc.
• Working knowledge on Active directory Azure AD Exchange & MS Teams user account and Secure groups management related tasks
• Strong troubleshooting and analytical skills and Working knowledge on remote assist tools
• Strong professional communication skills capable of communicating with both technical and nontechnical remote customers
• Strong service focus able to resolve problems under high workload and customer frustration
• Ability to learn new technologies and applications
• Solid written and verbal communication skills with Strong English language skills are mandatory
• Strong time management skills

Desired

• Experience with Service Now
• Knowledge on ITIL framework
• Knowledge on supporting Mac machines Mobile devices (IOS Android & Windows)

Additional Information :

At Ivy we know that signing top players requires a great starting package and plenty of support to inspire peak performance. Join us and a competitive salary is just the beginning.

Depending on your role and location you can expect to receive benefits like:

• Safe home pickup and home drop (Hyderabad Office Only)
• Group Mediclaim policy
• Group Critical Illness policy
• Communication & Relocation allowance
• Annual Health check

And outside of this youll have the chance to turn recognition from leaders and colleagues into amazing prizes. Join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.  

Should you need any adjustments or accommodations to the recruitment process at either application or interview please contact us.

At Ivy we do whats right. Its one of our core values and thats why were taking the lead when it comes to creating a diverse equitable and inclusive future for our people and the wider global sports betting and gaming sector. However you identify across any protected characteristic our ambition is to ensure ourpeople across the globe feel valued respected and their individuality celebrated. 

Remote Work :

No

Employment Type :

Fulltime