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Software Developer
Enphase Energy Looking for Desktop Support Team Leader at Bengaluru, Karnataka Full Time
End User Desktop support:
Proven work experience as a Desktop Support Team Leader or similar role.
Hands-on experience with Windows/Linux/Mac OS environments.
Hands-on experience on a ticketing tool i.e. JIRA, SNOW or Remedy.
Hands-on experience on Monitoring tools i.e. ME Engine, Site 24X7 etc.
Create and manage SOPs and Knowledge Articles.
Working knowledge of office automation products and computer peripherals, like printers and scanners.
Knowledge of network security practices and anti-virus programs.
Ability to perform remote troubleshooting and provide clear instructions.
Excellent problem-solving and multitasking skills.
Customer-oriented attitude.
Open for 24X7 desktop support working model.
Manage incidents and requests and problem management on assigned Tier 1 and Tier 2 sites.
Review site inventory and assets.
Deliver Projects as assigned adhering to the timelines.
Reporting on end user KPI and CSI.
Proven work experience as a Desktop Support Team Leader or similar role.
Hands-on experience with Windows/Linux/Mac OS environments.
Hands-on experience on a ticketing tool i.e. JIRA, SNOW or Remedy.
Hands-on experience on Monitoring tools i.e. ME Engine, Site 24X7 etc.
Create and manage SOPs and Knowledge Articles.
Working knowledge of office automation products and computer peripherals, like printers and scanners.
Knowledge of network security practices and anti-virus programs.
Ability to perform remote troubleshooting and provide clear instructions.
Excellent problem-solving and multitasking skills.
Customer-oriented attitude.
Open for 24X7 desktop support working model.
Manage incidents and requests and problem management on assigned Tier 1 and Tier 2 sites.
Review site inventory and assets.
Deliver Projects as assigned adhering to the timelines.
Reporting on end user KPI and CSI.
Global Helpdesk Governance requirement
Represent Desktop Operations in Global Helpdesk Operations meetings.
Review and Govern Global Help Desk level 1 and 2 teams based on Service Responsibility matrix.
Support and manage internal escalations.
Manage and Report on Global Helpdesk KPI and CSI.
Required Experience:
Overall experience of 8-10 years.
Team Leading Experience 2-4 years.
University degree or equivalent in computer science or relevant field.
Knowledge of Desktop support.
Knowledge of Support KPI, reporting and proposing best practices of continuous improvement.
Knowledge of NOC operations responsible for monitoring alerts configured for servers, applications etc and subsequently resolving issues of L1 and L2 level complexity.
ITIL V4 certification.
Any other certification i.e. Linux, CCNA, CCNP, AWS etc – Good to have
Strong interpersonal skills and motivation.
