Senior Service Desk Engineer

Avantor is looking for a dynamic forwardthinking and experienced Senior Service Desk Engineer who will be responsible for delivering results against some of the most complex business and technology initiatives.

This role will be a fulltime position based out of IND Coimbatore. If you are passionate about solving complex challenges and driving innovation lets talk

As a member of the IT Operations group reporting to the Team Lead of ServiceDesk the Senior ServiceDesk Engineer is responsible for providing advanced IT support and assistance to endusers within the organization. This role involves troubleshooting and resolving hardware software networkrelated issues and mentoring junior team members managing complex incidents and contributing to process improvements. The ideal candidate will have strong technical skills excellent communication abilities leadership qualities and a customerfocused approach.

MAJOR JOB DUTIES AND RESPONSIBILITIES (List in order of importance)

• Provide inhouse IT support to endusers via Phone Email and Chat.

Diagnose and resolve:

• 1: Virtual / physical desktop support problems.
• 2: Hardware issues (printer iPhone/Android configuration and other peripheral devices)
• 3: Software (outlook configuration OneDrive OneNote other MS applications.)
• 4: Network related issues (VPN WIFI etc.)

QUALIFICATIONS (Education/Training Experience and Certifications)

• Bachelors degree in science/engineering/computer applications.
• A/N Microsoft certification is an added advantage.
• 5 years of proven experience in providing support to business users on PCs Printers and enduser applications.
• Optimistic attitude and techsavvy.
• Multitasking abilities & time bound performance.
• Excellent communication skills and knowledge of the fundamental operations of commonly used software hardware and other equipment.
• Ability to diagnose and resolve basic technical issues.
• Flexibility to work in night shifts.
• Experience with remote desktop applications and help desk software.
• Flexible to work in Shifts in 24/7 Support environment.

KNOWLEDGE SKILLS AND ABILITIES (Those necessary to perform the job competently)

• Strong understanding of IT systems hardware and software.
• Familiarity with common IT service management (ITSM) tools and software (ServiceNow handson is an added advantage).
• Knowledge of ITIL (Information Technology Infrastructure Library) best practices for IT service management.
• Ability to communicate effectively with endusers and stakeholders.
• Ability to multitask troubleshoot and adapt to changing environment.
• Excellent customer service skills and a customerfocused mindset.
• Empathy and patience when dealing with users technical issues and concerns.
• Strong communication skill.
• Analytical and problemsolving skills to diagnose and resolve complex technical issues.
• Understanding of IT security principles and practices.
• Continual Improvement and Innovation.
• Ability to work independently and prioritize multiple work streams.
• Ability to prioritize multiple high priority support requests.
• Ability to manage and resolve complex technical incidents.
• Proactive approach to identifying and implementing process improvements.
• Ability to work independently with minimal supervision.
• Capability to manage full operations independently during weekends.
• Active participation in and support of hyper care during new implementations and onboarding of new applications.
• Install applications and updates through SCCM.
• Provide tech support by performing remote troubleshooting through diagnostic techniques and taking necessary steps to provide resolution providing clear communication and customer support.
• Administer and support user accounts on AD Office 365 and businesscritical applications (SAP Salesforce QlikView etc.).
• Correctly log Incidents categorizing and prioritizing them in line with process and followup till closure.
• Properly route incidents to resolver teams for outofscope issues and maintain an updated knowledge base repository.
• Identify and prioritize incidents requiring immediate/urgent attention.
• Coordinate problem tickets with internal teams acting as POC for liaising with business users and the resolver teams.
• Handle Identity access management requests through Requests.
• Identify and suggest possible improvements to procedures.
• Adhere to company policies and consistently achieve KPI targets defined for the process.
• Ensure compliance with relevant regulations standards and policies related to IT service management security and data privacy.
• Adhere to Avantors policies procedures rules and guidelines and actively integrate the companys core values into daily operations.
• Ensure prompt response to Priority Incidents as per SLA requirements and promptly address critical Incidents.
• Mentor and support junior ServiceDesk engineers providing guidance and training as needed.
• Lead and manage complex technical incidents ensuring timely resolution and effective communication with stakeholders.
• Develop and implement best practices and standard operating procedures for the ServiceDesk team.
• Conduct regular reviews of incident logs to identify trends and recommend proactive solutions to prevent recurrence.
• Can work independently with minimal supervision demonstrating the ability to manage tasks and resolve issues autonomously.
• Manage full operations independently during weekends ensuring continuity of service and effective issue resolution without additional oversight.
• Actively participate in and support hyper care during new implementations and onboarding of new applications ensuring a smooth transition and addressing any issues that arise promptly.

Disclaimer:
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of employees assigned to this position. Avantor is proud to be an equal opportunity employer.

Why Avantor

Dare to go further in your career. Join our global team of 14000 associates whose passion for discovery and determination to overcome challenges relentlessly advances lifechanging science.

The work we do changes peoples lives for the better. It brings new patient treatments and therapies to market giving a cancer survivor the chance to walk his daughter down the aisle. It enables medical devices that help a little boy hear his moms voice for the first time. Outcomes such as these create unlimited opportunities for you to contribute your talents learn new skills and grow your career at Avantor.

We are committed to helping you on this journey through our diverse equitable and inclusive culture which includes learning experiences to support your career growth and success. At Avantor dare to go further and see how the impact of your contributions set science in motion to create a better world. Apply today!

EEO Statement:

We are an Equal Employment/Affirmative Action employer and VEVRAA Federal Contractor. We do not discriminate in hiring on the basis of sex gender identity sexual orientation race color religious creed national origin physical or mental disability protected Veteran status or any other characteristic protected by federal state/province or local law.

If you need a reasonable accommodation for any part of the employment process please contact us by email at and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a casebycase basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

3rd party nonsolicitation policy:

By submitting candidates without having been formally assigned on and contracted for a specific job requisition by Avantor or by failing to comply with the Avantor recruitment process you forfeit any fee on the submitted candidates regardless of your usual terms and conditions. Avantor works with a preferred supplier list and will take the initiative to engage with recruitment agencies based on its needs and will not be accepting any form of solicitation