Desktop Support Engineer - Conch Technologies Inc

Job Description
Role:-Onshore Desk Site Support Engineer

Job Summary

A mid-senior level Deskside support technician with experience in handling banking & finance domain customer and trading floor support experience.
Years of experience needed
Candidate should at least have 5-7 years of experience in building laptops and desktops using Microsoft Intune/ Autopilot environment and providing support to end users on M365 Suite products.

Technical / Non-Technical Skills:

Strong 2nd line technical skills and Excellent customer care skills
VIP ticket handling
IT Asset management
Process & SOP Documentation
ITIL processes knowledge
Trading floor office IT support experience
Willingness to Sync with Offshore teams to discuss and work on different issues.
Windows 10 client OS
Auto pilot (Intune) device management
Hardware VPN expertise (Cisco Meraki)
Microsoft surface book hardware/ driver troubleshooting
Microsoft Office 365
Dynamic 365 & ServiceNow based ITSM & Asset management experience.
Minimum 1-year experience in Data Centre Operations and good knowledge in Networking concepts
Software and Application Troubleshooting
Bloomberg terminal installation and troubleshooting
Drive high level of customer service and satisfaction
Manage incident and service request queues to ensure SLAs are met
Provide hands on resolution of 1st to 3rd line software and hardware incidents where required
Work with offshore capabilities to deliver efficient and effective service
Review and take part in problem management activities
Fulfill service requests for varied IT equipment
Drive compliance to internal and external processes and standards
Initiate service improvements to the overall service
Maintain knowledge repository documentation
Take part in change management activities as required
Flexibility to work in shifts during business hours
Willingness to travel to user home/ remote offices
Willingness to work during non-business hours and weekend for high priority work
Ability to work with multiple teams to ensure deliverables are met
Ability to develop relationships with suppliers and drive their teams to deliver to timeframe
Capable of delivery against tight deadlines
Ability to work off their own initiative