Looking for a polished and detail-focused 3+ years experienced Senior Engineer to act as a critical escalation point for the service desk team. This role involves resolving a wide range of technical support queries, from 1st to 3rd line, primarily via email and internal communications through Microsoft Teams.
The ideal candidate will have a comprehensive understanding of various technologies including computers/laptops (Windows and Mac), Office 365, infrastructure support, VoIP, Azure, and cloud-related issues. Proficiency in using and managing ticketing systems is essential, as the role requires meticulous logging of notes and time for each client interaction.
What's for the Candidate:
- Potential travel to Europe depending on projects
- Compensation based on your competency and potential
- Opportunity to work in a growing London-based MSP
- Lean Hierarchy with family-like work culture
Job Responsibilities:
- Act as the primary escalation point for technical queries ranging from 1st to 3rd line support.
- Provide expert-level troubleshooting for issues related to computers/laptops (Windows and Mac), Office 365, infrastructure, VoIP, Azure, and Cloud Technologies.
- Efficiently communicate with internal technical team via ticketing system and Microsoft Teams to resolve technical issues.
- Maintain detailed records of all interactions, actions, and resolutions in the ticketing system.
- Ensure accurate logging of time and notes against each client query.
- Collaborate with other IT support teams to ensure a cohesive support experience.
- Support junior team members, enhancing their technical skills and knowledge.
- Adhere to IT service management standards and best practices.
- Follow and assist in improving the existing processes with Senior Management
- Networking experience with routers, switches, Cisco Meraki.
Mandatory Requirements:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Proven experience in a senior technical support role, handling a wide range of technical queries.
- Strong knowledge of Windows and Mac environments, Office 365, Azure, and cloud technologies.
- Proficient in using ticketing systems with a strong understanding of service desk operations.
Qualities:
- Excellent problem-solving skills and attention to detail.
- Exceptional communication skills, both written and verbal.
- Ability to work independently and manage multiple tasks simultaneously.
Eligibility Criteria:
- Client Facing Skills - UK and Europe
- 3+ years of experience in a senior technical support role
- Possesses Laptop/Desktop for working till Probation Period
- Willing to work part-time for a growing organisation as per UK shift timing
- Residing in Mumbai
Device: Azure VDI Environment Thin client / Monitor and Keyboard and mouse provided
Job Location: WFH (Remote) from Mumbai location (UK shift, Part-time)
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