Sr. service desk engineer (l2) Jobs

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Quick apply
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Service Desk Engineer

Aerzen Machines India Private Limited
Vadodara, Gujarat

Quick apply

Job details

Permanent | Full-time
₹12,00,000 - ₹15,00,000 a year

Benefits

Provident Fund
Health insurance
Paid sick time

Qualifications

Incident management
Software troubleshooting
IT service management
English
Windows
Microsoft Office
Supervising experience
ITIL
Active Directory
Help desk

Full job description

Job Description - Lead Service Desk

Work Experience – 10 Years

· Serve as the technical expert for end-user computing, with in-depth knowledge

of hardware, software, and user requirements.

· Lead and manage a team of support professionals providing L1 and selected L2

end user support remotely and on-site.

· Lead, mentor, and develop the IT service desk team.

· Ensure timely resolution of incidents, requests, and escalations.

· Ensure proper documentation of processes, knowledge base articles,

and troubleshooting guides.

· Communicate effectively with senior management regarding service desk performance

· Identify recurring issues and drive root cause analysis.

· Develop and implement strategies to improve service desk efficiency.

· Providing 1st and 2nd Level-Support as part of an international Service Desk team with headquarter in Germany

· Evaluate, qualify and assign user requests in an ITIL-based ticket system

· Deliver local onsite support for installation and configuration of hardware and software in a heterogenous software environment

· Deliver remote support for software requests throughout the software lifecycle globally within the AERZEN Group

· Account- and permission-management (Active Directory)

· Coordination of tasks and projects with external IT service providers

· Collaboration with our regional IT Centers globally

· Active participation in the creation and maintenance of our Service Desk knowledgebase

· Improvement of our services by bringing in your experience and ideas

· Interaction with internal and external stakeholders

· Be willing to take on additional responsibilities and learning opportunities as they come up

· Stay updated with emerging technologies to enhance support capabilities.

Technical / Subject Knowledge

· Proficient English skills in written and spoken form

· International work experience preferred

· Motivated to learn and participate in our international team

· Strong technical knowledge in end-user computing technologies (Windows, macOS, Office 365, endpoint security, hardware).

· Proven experience in IT helpdesk operations, technical support, or end-user services.

· Experience supervising or leading a technical team in a service-oriented environment.

· Ability to manage multiple priorities in a fast-paced operational environment.

· Knowledge of ITSM frameworks (e.g., ITIL) is preferred.

· Experience with ITSM tools and incident management systems.

· Experience in creating training materials, SOPs, and service documentation.

· Exposure to inventory management tools and endpoint configuration technologies

Job Types: Full-time, Permanent

Pay: ₹1,200,000.00 - ₹1,500,000.00 per year

Benefits:

Health insurance
Paid sick time
Provident Fund

Work Location: In person

Quick apply

Refine Your Search

Service Desk Engineer

We are looking for Help Desk Support Engineer

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