Healthedge Looking for Service Desk Engineer at Bengaluru, Karnataka Full Time

Service Desk Engineer

The Service Desk Engineer will provide first-class services, solutions and support to both local and remote associates. The ideal candidate will have prior experience as a Service Desk Engineer, supporting a wide array of hardware and software for a fast-paced and high-energy environment. As part of the Service Desk Team, you will utilize a wide range of technologies and best practices, combined with deep knowledge of HealthEdge’s standards and security requirements, to provide top notch customer support.

What You’ll Be Doing

Addressing all end user requests that come in via Ticketing system, phone and Slack

Documenting procedures, best practices and performing training or application support as needed

Responsible for researching and solving IT endpoint hardware problems/issues

Support the Software upgrade cycle, including the development of IT process and procedures behind keeping machines and software current

24/7 on-call duty may be required

Support of end user mobile devices (iPhone, iPad, Android)

Assist on Corporate IT and Customer impacting projects as needed.

Other duties as assigned

Requirements:
Strong orientation to customer service and delighting customers

Successfully executes all assignments timely and within acceptable quality levels

Asks for help and works collaboratively with team members when issues present themselves; does not settle for not knowing the outcome or resolution steps for important issues

Effective communicator/documenter – documents process and trains team members with ease

Identifies knowledge gaps and closes them; demonstrates consistent intellectual curiousity and drive to learn more and self-develop himself/herself

Perform all job functions consistent with HealthEdge policies and procedures, including those which govern handling PHI and PII

Qualifications:
1-5 years’ experience with Windows (Client & Server), and Mac (Client) operating systems and troubleshooting problems with Windows-related software, including:

Active Directory Users and Groups

Microsoft Office Applications

Strong analytical and problem-solving skills across multiple platforms. (HW, OS, Network, etc.)

Ability to field Tier I-III support requests, via ticket, email, slack, phone and ad-hoc walk-ups

Well organized with strong HWSW inventory, assetlicense management and capacity planning abilities

Working knowledge of deploying and troubleshooting client endpoints (Win10, OSX)

Flexibility to provide after-hours support on a rotational basis

Preferred/Nice to have:
Associate degree in computer-related disciplines or equivalent work experience

Experience with Enterprise Collaboration tools (SharePoint, Slack, Zoom, Webex)

Experience with Endpoint Security software

Ability to deploy and support misc. office equipment (printers, projectors, video conf.).

Knowledge of VOIP or UCaaS in an enterprise setting

Experience with Networking (L2/L3) concepts