Senior Engineer - Microsoft Windows, Microsoft Servers RDS, Touch Services

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support

In short

The Senior Engineer role in Nagpur, India, focuses on Remote Desktop Support (RDS) using Microsoft Windows and Servers. Responsibilities include defining service requirements, creating run books, and ensuring customer service goals are met, requiring strong analytical and problem-solving skills with ITIL expertise.

Responsibilities

Providing expert input to the service requirements definition process, writing and/or reviewing documentation describing Level 1, 2 and 3 Services; creating detailed run books.
Performs comprehensive knowledge transfer with incumbent service provider and clearly documents all learnings and findings.
Ensure customer service goals are met.
Communicate comfortably and effectively with customers and management.
Demonstrable Subject Matter Expert on Service Desk.
Expert knowledge of Service Desk functions in line with ITIL standards, including Incident, Problem and Request Management.
Expert knowledge of the service management and reporting obligations placed on an outsourced Service Desk, including application of standardized terminology and metrics.
Familiarity with Service Management Tool suites and other technologies used in the Service Desk environment, and their appropriate adoption by client and supply-side agencies.
Deep understanding of the interfaces between remote and on-site first line contact and second and third line resolver groups.
Experience of implementing or operating a unified Service Desk in a multi-supplier environment.
Good/expert knowledge of typical user support workflows and an understanding of the capacity and management of the same.
Excellent communication (verbal, written, listening) and influencing skills.
Provide hardware / software / network problem diagnosis / resolution via telephone for customer’s end users.
Route problems to internal I.M. support staff.
Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
Administer and provide User Access and Exit controls.
Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention's.
Ensure adherence to the published compliance framework. Monitor by conducting periodic audits to ensure all compliance aspects are adhered to; analyze and publish reports on the findings; discuss with the concerned stake holders and follow up on the close.
To keep self-abreast of the changing paradigm through reading, research, feedback and competitor analysis to ensure that the process design has the next/best practices.
To prepare business requirement documents for automation/enhancement of the processes, lead pilot and testing efforts of a process rollout including preparation of training material and ensure that customer queries on a new process are responded to.

Requirements

Any formal background will be considered, IT background preferred.
Analytical and systematic problem solving skills required.
Good English written and communicational fluency expected.
Help desk, customer service, and support experience with problem solving involving hardware, software, and networks.
Phone support experience.
Technical helpdesk or technical call center experience.
Candidates without support experience can also apply.
English – fluent.
Fluency in respective language as required by the position.

Desired Qualifications

Work closely with help desk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.
Work closely with I.M. support staff to obtain technical knowledge and to permanently solve problems.
Perform effectively as project team member as required for help desk projects and internal assignments.
Be willing to participate in on the job and commercial training designed to enhance skills and support capabilities.

Benefits

Technical & customer specific training will be provided.
Work may be designated for any shift time (24/7 support) so night time and holiday availability may be required.

Skills

Microsoft WindowsMicrosoft ServersRDSITILService ManagementHardware TroubleshootingSoftware TroubleshootingNetwork Troubleshooting

#RDS#Remote Desktop Support#Helpdesk#IT Support#Microsoft Windows#Microsoft Servers#Nagpur

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