IT Support or Servicedesk Engineer

About Us “Quess IT Staffing is India’s largest IT staffing company with over 20 years of experience in staffing IT professionals in 300+ companies across levels and skillsets. Our 10,000+ associates deployed in 80+ cities and towns are proficient in over 500 technological skills. Our associates help enable cutting edge solutions some of the biggest names across industried. Quess IT Staffing is a division of Quess Corp Limited, India’s leading business services provider and largest domestic private sector employer. Quess Corp Limited is - ‘A Great Place to Work’ certified – a testament to our excellent culture, people, and processes.” About Company Roles and Responsibility Job Title: IT Support or Service desk EngineerExperience: 1-2 YearsNotice period: Immediate to 15 daysLocation: HyderabadJD:Scope:·Identify and diagnose issues and problems.·Categorize and record reported queries and providesolutions.·Support problem identification.·Advise users on appropriate course of action.·Monitor issues from start to resolution.·Escalate, if needed, unresolved problems to ahigher level of support·Provide essential online security advice andsupport.Responsibilities:·He/she will be the primary point of contact for Employees.·Handle IT service requests/incidents through chat,email, and call·Take ownership for the co-ordination,investigation, and documentation of customer requests, issues, and problems.·Ensures that correct resolutions are discovered andinvolves appropriate parties in resolving problems when needed.·Perform incident notification and escalation.·Monitor the Alerts (Server, Application, Networkand Security) via tickets and monitoring tool.·Work in the shifts as per the roster to support24x7 Service Desk Operations·Resolve incidents, fulfil service requests viaticketing tool, and meet the internal KPIs.·Troubleshoot PC and internal application relatedissues that are in scope.·Available to work during the weekend support whenrequired as per the business requirement.·Perform Admin routines on critical applicationslike Tenrox/Upland, Workday, and Salesforce etc.·Network Performance monitoring utilization alerts for internet and MPLS·Info security alerts Monitoring threat mailbox·Monitoring various alerts like low space, hardwarewith respect to network & infrastructure, and assigning tickets torespective teams.·AD account password reset & Sync Process (BY)·Creation of DL’s, modify members of a DL.·Printer Configuration & Troubleshooting·Solving Out of Domain and Trust Relationship errorissues·Installing TOAD/PROJECT/VISIO/Office 365·Tenrox timesheet reopen/close, account suspension,browser related issues.·Troubleshooting outlook issues·Guest WIFI account creation·Co-ordinating with vendors on support for network& infrastructure·Perform timely follow up on incidents to ensurecustomer satisfaction.·Develops and maintains product knowledge, business,and professional skills by participating in on-the-job and other trainingcourses.·Actively participates in preventive maintenance, bydocumenting common problems and scripts for customer support.·Develops and maintains knowledge of IncidentManagement Tool, Knowledgebase and of the Service Desk procedures and businessenvironment.·Seeks opportunities to improve knowledge, skills,and performance and is receptive to constructive feedback.·Work independently and always maintains a highdegree of professional conduct. Adhere to organizational Core Values.·Develop and maintain technical skills andunderstanding of the Service Desk. 24*7 Coverage Shift RotationRequirements:·Bachelor’s degree and minimum 1-2 years of experiencein end user issues handling·Strong command over language·Good Understanding of technical jargons &analytical skills·Should have the ability to understand andsuccessfully resolve problems using knowledge base tools and techniques.·Able to maintain a methodical and logical approachto problem solving even when under pressure.·Basic knowledge of supporting Microsoft Officeapplications.·Basic knowledge of supporting Active Directory, VPN