Cloudzen365 Services Pvt Ltd Looking for Desktop Support Engineer L1/L2 at Vastrapur, Ahmedabad, Gujarat Full Time

* Please only apply if you are fluent in English verbal and written communication.

* No hardware and network engineer please.

* Desktop, Server, AD, DNS, AZURE, AD-Connect mandatory.

Role Description:

Atech Support (CloudZEN365 – India) is a growing Managed Service Provider (MSP) based near to London. Our IT Helpdesk operation is spread between UK and India We have an exciting opportunity for an experienced Desktop Support Engineer to join our growing India team.

The role requires a highly motivated, focused and ambitious individual in this fast-paced environment to ensure our clients always receive exemplary service. This is a fantastic opportunity for an individual looking to take the next step and progress with a rapidly growing company.

Duties & Accountabilities:

• Working in a shift rotation as part of our 24×7 service operation.
• Responding to calls and tickets from clients, clearly identify issues, troubleshooting through to resolution
• Working as part of a team of 1st and 2nd line engineers, ensuring high service availability
• Manage own ticket queue and monitor incidents to resolution
• Monitor systems and identify performance issues proactively
• Work within strict SLA timeframes and manage escalation of incidents within defined timelines
• To escalate any 3rd line tickets in a timely manner, ensure issues are resolved within the agreed SLA
• Ensure work is completed in line with KPI targets and personal objectives

What do you need to bring to us?

• Excellent communicator – fluent written and spoken English
• Previous experience in working within MSP environment
• 2 years+ experience in a similar role
• Experience working on an ITIL based Service Desk
• Solid technical knowledge of current protocols, operating systems and standards
• Experience and knowledge of Office 365 (Exchange, SharePoint, OneDrive etc)
• Experience and knowledge of Microsoft Intune
• Windows 10, Apple OS experience
• Software and Hardware Troubleshooting skills
• Excellent troubleshooting skills of standard Microsoft Office suites
• Experience with Antivirus solutions
• Working knowledge of Windows Server (2008, 2012, 2016)
• Working knowledge and administration of AD and Group policy
• Experience with firewalls/routers an advantage
• Experience with current backup solutions an advantage
• Analytical and problem-solving skills
• Strong client service; strong interpersonal, organisational and communication skills
• Able to work both independently and as part of a team
• Able to manage time effectively, set priorities appropriately, schedule calls
• Able to maintain professional demeanour under stress
• Desirable – Experience working with RMM tools such as N-Able and Labtech
• Desirable – Experience working with ITSM tools such as ConnectWise and Autotask
• Desirable – Certified in some or all the following Microsoft Endpoint OS, Office365, CompTIA A+.
• This role is for a finisher, someone that delivers, is addicted to service and wants to develop in a young and exciting environment.

Job Types: Full-time, Regular / Permanent

Salary: ₹250,000.00 – ₹600,000.00 per year

Benefits:

• Health insurance
• Leave encashment
• Paid sick time
• Paid time off
• Provident Fund

Shift:

• Day shift
• Morning shift
• Night shift
• Rotational shift
• UK shift

Ability to commute/relocate:

• Vastrapur, Ahmedabad – 380015, Gujarat: Reliably commute or planning to relocate before starting work (Required)

Experience:

• total work: 2 years (Required)

Language:

• English Fluently (Required)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Required)
• Overnight Shift (Required)

Speak with the employer
+91 9998039996