Service Desk Engineer - Southlake, TX 76092

[santosh naidu]

Hi

 

This is Santosh, - Recruitment Team from MSR Cosmos

We have an urgent requirement as follows:

Please respond with resumes in MS-Word Format with the following details to p.santosh@msrcosmos.com

Full Name :
Location :

Relocation :
Contact Number :
Email :

Skype Id :

Last 4 digit SSNO :
Availability for project :

Availability for Interviews :
Visa Status and Validity :

D O B :

Years of Exp :

Requirement Details

Job Title: Service Desk Engineer

Southlake, TX 76092 USA ( Onsite , Hybrid )

Fully Vaccinated

Minimum Exp: 4 years

C2H / FTE

Job Responsibilities:

•     Support personnel with deep knowledge of the product or service

•     Ensure a high degree of customer service and adhere to all service management principles

•     Provides in-depth technical support when the 1st level support or help desk is not able to solve an incident

•     Solve more technical issues usually by remote diagnosis on the phone or via in a timely manner.

•     Collect information on the problem to pass it to T3 if necessary

•     Train peers for new insourced tools

•     Train new members of the team

•     Held induction meetings

•     Actively monitor call volumes and agent availability

•     Monthly evaluate 1st level calls

•     Assign and follow-up cases of 1st level

•     Represent the team on incident bridges providing fast resolution and user feedback

•     KB creation and maintenance

•     Develop and held and on-site trainings

•     Testing, development, and implementation of technical solutions.

•     Serve as the first point of contact for technical issues and requests

•     Handle customer interactions through voice, chat, email and ITSM tool channels

•     Clearly explain the problem-solving process with customers

•     Perform remote troubleshooting and proactive user engagements

•     Proactively engage technical teams and vendors to escalate and resolve problems

•     Use analytic tools and dashboards to identify user issues and execute remote actions

•     Use Service Now for incident and problem management activities

•     Conduct IT support onboarding sessions with new staff

•     Identify and suggest IT support process or procedure improvements

Skills and Experience:

•     Excellent communication skills - verbal and written

•     High-level of English language skills

•     4+ years in IT service or support roles

•     4+ years supporting Microsoft 365 products, Windows 10 and laptop technologies

•     4+ years managing Azure Active Directory users and objects

•     4+ years diagnosing LAN, WAN and VPN issues

•     Knowledge of Microsoft Endpoint Manager / InTune

•     Experience with Service Now incident management and knowledge articles

•     Experience working within an ITIL framework

•     Experience leading training sessions and/or meetings

•     Desired – Experience working with Mac’s

•     Desired – Nexthink (Digital Employee Experience tool)

•     Desired – IT Certifications or IT tertiary qualification

•     Strong communication skills

•     Technical writing ability

•     Technical knowledge regarding company product and services

•     Involved technical understanding of industry standards and practices

•     Analytical skills

Name: Santosh

Designation: Talent Acquisition

Email: p.sa...@msrcosmos.com

Phone : 9257018588

https://www.linkedin.com/in/sanju-p-b082b0253/

Hey, come check out and follow our page!

https://www.linkedin.com/company/msrcosmos-llc

MSR COSMOS

6200 Stoneridge Mall Rd, Ste 300, Pleasanton, CA - 94588