Service Desk Engineer

Service Desk Leadership

Lead and manage the Service Desk team to provide timely and effective support to end users.
Own Incident Service Request and Change Management processes (ITIL aligned).
Monitor service desk performance metrics and ensure SLAs are consistently met.
Act as the primary escalation point for unresolved or high-priority tickets.
Drive service improvement initiatives and promote end-user satisfaction.
Coordinate cross-functional collaboration with infrastructure application and security teams.
Ensure proper documentation ticket quality and knowledge base updates by the team.
Provide training and mentoring to junior service desk engineers.
Monitoring Administration

Manage and maintain Site24x7 monitoring platform and ensure complete infrastructure visibility.
Configure monitoring for servers applications websites APIs and network devices.
Set up performance thresholds custom metrics and alerting rules to ensure proactive monitoring.
Diagnose triage and analyze alerts taking appropriate remediation actions.
Create dashboards and reports (availability capacity performance uptime etc.).
Work closely with infrastructure and application teams to refine monitoring strategies.
Manage SNMP configurations traps logs and event correlation for timely incident detection.
Adapt and onboard new tools or platforms as required by the organization.
Technical Skills

Hands-on experience with monitoring tools: Site24x7 SolarWinds PRTG etc.
Strong knowledge of monitoring configuration threshold setup SNMP and custom dashboards.
Skilled in incident detection RCA and handling critical incidents and bridge calls.
knowledge of Windows Servers latest operating system and its operational features.
Experience with VMware vSphere Vcenter/ESXi NetApp and Citrix Virtual Apps & Desktops.
Proficient in Microsoft 365 Azure AD Intune and endpoint management.
Familiar with Azure cloud monitoring.
Strong in ServiceNow Remedy ITSM Incident Problem Change and Request modules.
Scripting knowledge: PowerShell Bash or Python for basic automation tasks.
Solid grasp of networking fundamentals TCP/IP DNS DHCP VPN routers switches Firewall NAS etc.
Exposure to security authentication protocols SAML OAuth to enable SSO.
Experience driving SOC tools compliance.
Experience integrating monitoring tools with ticketing and alerting systems
Soft Skills

Strong analytical organizational and problem-solving skills.
Excellent communication and interpersonal skills.
Ability to lead and work with global and cross-cultural teams.
Proactive self-motivated and a quick learner.

Remote Work :

No

Employment Type :

Full-time