Service desk engineers

About The Job:

• The successful Service Desk Analyst is expected to possess a strong grasp and proven capability in resolving issues across various technologies.
• This includes proficiency with hardware (Apple/Windows), mobile devices, networks, operating systems, and common internet and SaaS applications such as browsers, Slack, Google Workspace, Microsoft Office, and Okta.
• The ideal candidate will have exceptional attention to detail and be comfortable working independently in a fast-paced environment.
• Our goal is to ensure employees have an outstanding technology experience and all the tools they need to be successful.

Essential Job Functions:

• Deliver an exceptional customer support experience to all employees and contractors.
• Provide support in a 24/7 environment, including flexibility to work nights, weekends, and public holidays.
• Drive first-contact resolution for employee support interactions whenever possible.
• Effectively manage competing priorities in a high-volume, fast-paced support environment.
• Connect with employees via Slack and Zoom to provide real-time troubleshooting support.
• Ensure seamless transfer of support when escalation is required.
• Continuously develop technical skills and knowledge to improve first-contact resolution rates.
• Identify and recommend process improvements to enhance team effectiveness and customer satisfaction.
• Support employee lifecycle activities, including onboarding and offboarding processes.
• Provision and deprovision user accounts and applications.
• Communicate technical processes, policies, and solutions clearly to users at all organizational levels.
• Create and maintain knowledge base documentation for recurring issues and newly discovered solutions.
• Use JIRA daily to manage support requests, incidents, and service tickets.

Qualifications:
Required Knowledge, Skills, and Abilities

• 3-5 years of experience supporting internal or external customers within a Global IT Service Desk environment.
• 3-5 years of hands-on experience supporting Mac and Windows devices.
• 3-5 years of experience managing user access and role-based permissions in SaaS-based environments.
• Experience troubleshooting hardware, operating systems, networking, and SaaS applications.
• Familiarity with video conferencing technologies and support processes.
• Strong understanding of ITIL principles and service management best practices.
• Expertise in troubleshooting Windows and macOS environments.
• Hands-on experience with Jamf and Microsoft Intune device management platforms.
• Strong problem-solving, analytical, and troubleshooting skills.
• Ability to work independently as well as collaboratively in a team environment.
• Experience handling high-priority escalations and working effectively under pressure.
• Strong organizational skills with the ability to prioritize multiple activities simultaneously.
• Excellent written and verbal communication skills.

Preferred Skills & Certifications

• Okta
• Google Workspace / Google Suite
• JAMF
• Microsoft Intune
• Atlassian Suite
• Slack
• Microsoft Office 365
• Zoom
• Experience with scripting and automation using Bash or Python (preferred).
• ITIL Foundation certification or related service management certifications.

Key Competencies

• Customer-focused mindset with a passion for delivering excellent support.
• Strong communication and interpersonal skills.
• Attention to detail and ownership mentality.
• Ability to thrive in a 24/7 support environment.
• Adaptability and willingness to learn new technologies.
• Team collaboration and knowledge-sharing mindset.

How to Apply: Interested candidates are encouraged to respond/submit their updated resumes, and for additional job opportunities, please visitJobs In India – VARITE.

Unlock Rewards: Refer Candidates and Earn.

If you're not available or interested in this opportunity, please pass this along to anyone in your network who might be a good fit and interested in our open positions. VARITE offers a Candidate Referral program, where you'll receive a one-time referral bonus based on the following scale if the preferred candidate completes a three-month assignment with VARITE.

Experience Level Bonus Referral:

• 0-2 years - INR 5,000
• 2-6 years - INR 7,500
• 6+ years - INR 10,000

About VARITE: VARITE is a global staffing and IT consulting company providing technical consulting and team augmentation services to Fortune 500 companies across the USA, UK, Canada, and India. VARITE serves industries including Cloud Infrastructure, Software, Digital Marketing, Clinical Diagnostics, Utilities, Gaming & Entertainment, and Financial Services.

Equal Opportunity Employer:

VARITE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, veteran status, or disability status.