About the Role:
The Service Desk Support Engineer is responsible for providing outstanding customer service to our end users. Whether its Tier 1, Tier 2 or Tier 3 support, we make it our mission to ensure we consistently deliver above and beyond support for applications provided to geographically dispersed operating units. You love helping people, are a software whiz and enjoy diagnosing and fixing problems. Be a part of an amazing team that keeps critical systems running 24/7 in support of our organizations directives.

JOB DUTIES & RESPONSIBILITIES:

• Dealing with incidents and problems in a professional, courteous manner over instant messaging (MS Teams), telephone and via email.
• Taking ownership of incidents and problems and managing them in a logical and methodical manner.
• Correctly logging incidents and problems, categorising and prioritising them in line with team procedures.
• Conducting full and through diagnostics with end users to enable first point of contact incident and problem resolution.
• Ensuring all incidents are progressed & cleared within the SLA – escalating to other internal and external teams as appropriate.
• Managing incidents through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.
• Maintain and develop own knowledge and skills to assist with first time incident resolution.
• Identify and escalate repeat issues or service risks into service management teams.
• Sharing knowledge with team colleagues.
• Manage several scheduled tasks for customers, designed to ensure that the customers systems remain operational.
• Desktop Support / Tier 1,2 ,3 Services Support.
• Assist in the development and adherence to procedures and policies.
• Flexibility to work shifts equivalent to North American working hours (Pacific UTC -7/-8 or Eastern UTC-4/-5) including rotating weekend coverage.
• Ability to follow defined SOP standards for incident resolution and ticket requests.

• Requires an individual that is customer oriented and familiar with using desktop software applications such as web browsing and client software, and IT Service Management software such as InforCRM, ServiceNow, or Remedy.
• Detail oriented to capture customer inquiries appropriately.
• Excellent oral and written communication skills and command of the English language.
• Active Directory experience.
• Proficient with Windows OS.
• Experience with Microsoft Cloud Services (Microsoft365).
• Experience with Microsoft Teams.
• Experience with MS Office365 applications.
• Experience with VPN and remote connectivity.
• Basic networking knowledge.

• Market-leading Salary
• Medical Coverage – Self & Dependents
• Parents Medical Coverage
• Provident Fund
• Employee Performance-based bonuses
• Home Internet Subsidy
• Conveyance Allowance
• Profit Sharing Plan [Tenured Employees Only]
• Life Benefit
• Child Care Facility
• Company Provided Lunch/Dinner
• Professional Development Budget
• Recreational area for in-house games
• Sporadic On-shore training opportunities
• Friendly work environment
• Leave Encashment