Help Desk Engineer (IGT1 Lanka: Sitecore)
Help Desk Engineer (IGT1 Lanka: Sitecore)
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Job Description
About the role:
We are seeking a skilled and dedicated Help Desk Engineer to join Sitecore technical support team playing a crucial role in providing technical support to end-users.
Your responsibilities will include servicing universal requests resolving hardware and software issues managing incidents and ensuring smooth ET operations and productivity.
You will need experience in ServiceNow Microsoft Office 365 SharePoint Windows OS and MacOS. Additionally youll be expected to deliver exceptional customer service and contribute to continuous service improvement initiatives.
Key Responsibilities:
- Provide remote technical support to end-users located globally across different functional areas utilising a mix of Windows Laptops and MacBooks.
- Troubleshoot and resolve hardware software network and cloud service issues.
- Utilise ServiceNow for universal requests incident management problem resolution and knowledge base creation and management.
- Manage and update tickets daily ensuring timely resolution.
- Troubleshoot issues related to Windows and MacOS operating systems.
- Assist users with Office 365 applications (Outlook Word Excel Teams etc.).
- Assist with the support and management of SharePoint sites libraries and permissions.
- Handle password resets account unlocks and access requests.
- Provide excellent customer service via ServiceNow and MS-Teams.
- Identify knowledge gaps and curate new content.
- Create and maintain KBs documentation and reports.
- Escalate complex or unresolved problems to senior engineers or third-party vendors.
Qualifications :
Preferred Skills and Experience:
- Proven experience as a Technical Support Engineer.
- Strong knowledge of and experience with ServiceNow.
- Experience in supporting Office 365 SharePoint Windows and MacOS.
- Excellent problem-solving skills and the ability to prioritize tasks.
- Strong communication skills with the ability to explain technical issues in clear and non-technical language.
- Knowledge of the ITIL framework (or equivalent) the IT support lifecycle associated methodologies and their practical application
- Relevant certifications (e.g. ITIL Microsoft Certified: Modern Desktop Administrator Associate) are a plus.
- Must be available to work around the clock (The role requires delivering operational duties via a 24 x 5 shift operation)
Additional Information :
.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
