Log In
Sign Up
Technical Support
Packt Publishing Private Limited Hiring For Service Desk Engineer – Level 1 at Mumbai Full Time
Reporting to Head of Services
About Packt
Packt is a global, technical learning publisher with a turnover of 18m and over 400 staff based across the globe, primarily in India and the UK. Principally serving B2C customers across the world, its major clients also include Microsoft, IBM, and Oracle.
We are a leading publisher of technical learning content with the ability to publish books on new and emerging tech faster than any other publisher in the world. Our mission is to increase the shared value of deep tech knowledge. We are tech content engineers, and we work with some of the most interesting technical minds and ground-breaking creators on the planet. For more details, seewww.packt.com
Role summary: The IT-Services team is responsible and accountable for all of the IT infrastructure, Software tools and web platforms that are business critical for the development of Packt’s wide range of products. These products allow Packt to move forward with our mission to help the world put software to work in new ways, through the delivery of effective learning and information services to IT professionals. To meet the ever-increasing demands and constant changes across the business, we need to grow and upskill the entire IT team to keep up with velocity and to maintain the high standards which are necessary to continue to develop Packt IT along with these business-critical systems.
Reporting to the Head of Services, this role is primarily responsible and accountable for attending, and updating support service requests and incidents. The Service Desk Engineer assists staff with technical support of desktop computers, applications, and related technology. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software, licenses and operating systems to diagnose and resolve these problems.
The Service Desk Engineer also assists in the maintenance and testing of network devices and associated equipment. The position’s responsibilities require independent analysis, initiative, judgment, communication and problem solving. The Service Desk Engineer works as part of a team including senior Service Desk Engineer(s) wherever required to resolve IT service issues.
Duties & Responsibilities (Must Have)
- To pick up all Service tickets from IT helpdesk portal within time and assign appropriately to next level SDE L2 as required.
- Timely support and management of support tickets raised by users, by solving their queries within the agreed service level.
- Accurate and timely maintenance of records, including asset management.
- Manages onboarding and offboarding of users.
- Ability to manage service improvement projects and programs, keeping records and reporting progress.
- Proactively participates and picks up tasks, projects and change programs.
- Frontline troubleshooting and engaging with end users to resolve issues, problems and faults.
- Assists staff with the installation, configuration, and on-going usability of desktop computers, laptops, peripheral equipment and software within established standards and guidelines.
- Works with vendor support contacts to resolve technical problems, hardware and software.
- Works with team if required to determine and resolve each IT issue reported by users.
- Ensure PC interconnect seamlessly with diverse systems including associated validation systems, file servers, Office 365 Applications, Other Application Servers, and administrative systems.
- Performs security and OS/applications upgrades on systems to ensure security and longevity.
- Orders computer supplies and ensures timely payments to vendors.
- Takes ownership of tickets and relentlessly work towards solution delivery.
- Excellent team player supports other team members, especially in the event of absence.
- Multifunctional, can operate across Service not just within Service Desk.
Requirements
- Has minimum work experience of 1-2 years as Desktop/System Engineer.
- Hands-on experience in troubleshooting software and hardware.
- Basic knowledge of network troubleshooting Ethernet and IP configuration
- Proficiency in Windows Operating system Win 10 and Linux OS.
- Proficiency in Microsoft Office, Microsoft/Office 365 and Adobe Cloud
- Strong verbal and written communication skills in English. Has Active listening skills
- Analytical skills and Problem-solving skills
- Ability to complete tasks on time and provide updates proactively
- Adaptable to changes in process / systems
- Takes ownership and responsibility to fulfil the job
- Individual Contributor and Good Team Player
Desirable (Good to Have)
- Experience in working with:
- Ticketing Systems, Vendor management, Asset management systems, Microsoft SharePoint
- Understands ITIL and ITIL best practices to follow.
- Experience in an agile environment and working with agile management tools, e.g., JIRA.
Capabilities Summary
Capabilities : Description
Technical skills : Candidate will need to show strong understanding of Desktop Management which includes installation and troubleshooting. This also includes auditing, updating IT Asset Inventory, JIRA tools.
Capabilities : Description
Technical skills : Candidate will need to show strong understanding of Desktop Management which includes installation and troubleshooting. This also includes auditing, updating IT Asset Inventory, JIRA tools.
Teamwork Ability : A very important aspect of this post is that the candidate will be working in a multi skilled team. In addition, many activities require frequent communication with other teams. Therefore, close co-operation and collaboration is always vital. They must therefore be prepared to work closely as part of a team.
Flexibility : The role will involve a high degree of change as the business grows. We expect this candidate to be able to undertake a variety of different activities in the team, and that these activities will change over time. The candidate must feel comfortable with a process of continual change. They must be prepared to take on activities outside their immediate job role, from time to time, as required by the team.
Communication Skills : The candidate must have good written English, with the ability to edit text and communicate confidently with third parties. They must have good verbal skills in order to communicate with their team members and with senior management in the UK.
Why work at Packt We recognize how important our people are to the success of our business and acknowledge and support the things that are important to them. We focus on the full team members experience. We aim to create a positive working environment that supports personal and collective development where our people can not only grow their skill sets, continuously challenge themselves, and develop their careers, but also work together as a team and with our customers.
We try to achieve this by:
- Ensuring a positive working environment for all team members, supportive of flexible and remote work.
- Supporting individual development through growth opportunities and internal mobility.
- Encouraging social collaboration within teams and communities and knowledge-sharing.
- Fostering a culture that supports a healthy work-life balance.
We seek to achieve this by:
- Providing a broad range of benefits and initiatives.
- Advocating a healthy lifestyle where wellbeing is seen as an essential responsibility.
- Celebrating success stories and encouraging peer-to-peer recognition.
- Fostering a culture of self-development.
- Providing a work environment where the best idea wins, and challenge is encouraged
Benefits
You will also have access to a range of flexible benefits that are designed to help you make the most of your time with us.
- Bonus scheme
- 21 days holiday (plus bank holidays)
- Flexible hours: Work from anywhere option with Timings to best suit department work requirement. And agreed by reporting head ensuring Service Delivery.
Salary Range- Up to 3 – 3.5 Lakhs per year
