Hybrid Service Desk Engineer L2/L3

at Base8

• Job title: Service Desk Engineer L2/L3
• Job type: Full Time
• Experience level: Senior, Lead
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: AWS, Azure, Cloud
• Location requirements: Hybrid, Hyderabad, India

About the role

• Service Desk Engineer managing IT support and customer interaction for teams in the US and Canada. Focusing on problem resolution, team development, and customer satisfaction in a hybrid environment.

Responsibilities

• Function as the customer’s single point-of-contact for problem identification and resolution for issues that have been escalated by the team
• Manage the dispatch process of service requests to ensure full utilization of resources.
• Communicate with all parties in a constructive manner to guarantee customer expectations are met
• Maintain awareness of all outstanding customer pre-and post-delivery issues and provide status to clients as necessary
• Interface with appropriate technical personnel for customer problems that cannot be resolved effectively
• Provide accurate reports and metrics to company management on the status and budget of ongoing projects and agreements
• Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests
• Develop training programs to develop and refine the skills of the service desk team

Requirements

• 10+ years of experience of IT/MSP experience, with a ticketing system
• Knowledge and experience in cross-functional management methods and techniques
• Knowledge of industry applications, processes, software, and equipment
• Strong organizational, presentation, and customer service skills
• Skills in strategic planning with an ability to think ahead and make long-term plans
• Installation, Configuring, and Troubleshooting of MS Windows Server 2003, 2008, 2008 R2, 2012, and 2012 R2.
• Experience with AWS/Azure public cloud services
• Understanding of Microsoft Identity and Access Management products such as Azure AD, ADFS, Azure AD Connect
• Experience in IT Infrastructure Support management in the Production Environment.
• Proficient in Implementing, Configuring, and Administering Windows standalone\Cluster\NLB servers

Benefits

• Professional IT Certifications, such as Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP