RService Desk Technician

MW Partners is currently seeking a Service Desk Technician to work for our client who is a global leader in the aerospace defence and security markets.

Responsibilities and duties:

• Taking incoming calls during standard business hours
• Document all end-user interactions in ticketing system providing detailed information and escalating when appropriate. Closely monitor queue for incoming tickets and route or escalate requests to appropriate functional teams as needed.
• Troubleshoot basic and advanced software/hardware issues with internal and external customers via phone email chat and remote control/assist software
• Contribute to maintaining the technician and end user knowledge base and participate in required training and improvement programs.
• Interact with external vendors hired by the IT department.
• Maintain a clean and organized IT workspace following Lean processes implemented onsite.

Requirements:

• Bachelors Degree in Information Technology with a minimum of 3 to 5 years of relevant experience or an equivalent combination of education and experience.
• Basic understanding of IT enterprise infrastructure such as networks systems telephony and storage and the interrelationships between the components.
• Formal Windows class-room training and certifications in Microsoft technologies with a basic understanding of IT enterprise infrastructure such as networks systems telephony and storage and the interrelationships between the components
• PC hardware troubleshooting and repair skills required
• Knowledge of DNS FTP SMTP TCP/IP LDAP VPN and remote access tools.
• A minimum of 1-2 years experience using ServiceNow ticketing system.
• Experience working in a Microsoft 365 work environment (MS Teams SharePoint Exchange Online)
• Ability to react to high-priority requirements with little or no notice providing clear documentation and follow-through
• Ability to balance priorities and work alone or with team with minimal supervision.
• Good organization and project management skills with attention to details
• Good verbal and written communication skills with the ability to document solutions and train other staff
• Ability to travel to office and data center locations for on-site support as needed.
• A minimum of 1-2 years of service desk operation experience in Windows technologies.
• The ability to perform general Windows network administration tasks and a broad knowledge and understanding of the entire Windows work environment is required
• Ability to read analyze and interpret technical procedures or governmental regulations furnished in written oral diagram or schedule form
• Ability to write reports business correspondence and procedure manuals
• Ability to effectively present information and respond to questions from clients customers and the general public
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists

For a confidential discussion or to find out more contact Ashutosh Nayak on or apply now.