Senior Servicedesk Engineer - Technical Support and Escalation

Looking for a polished and detail-focused 3+ years experienced Senior Engineer to act as a critical escalation point for the service desk team. This role involves resolving a wide range of technical support queries, from 1st to 3rd line, primarily via email and internal communications through Microsoft Teams.

The ideal candidate will have a comprehensive understanding of various technologies including computers/laptops (Windows and Mac), Office 365, infrastructure support, VoIP, Azure, and cloud-related issues. Proficiency in using and managing ticketing systems is essential, as the role requires meticulous logging of notes and time for each client interaction.

What's for the Candidate

Potential travel to Europe depending on projects

Compensation based on your competency and potential

Opportunity to work in a growing London-based MSP

Lean Hierarchy with family-like work culture

Job Responsibilities

Act as the primary escalation point for technical queries ranging from 1st to 3rd line support.

Provide expert-level troubleshooting for issues related to computers/laptops (Windows and Mac), Office 365, infrastructure, VoIP, Azure, and Cloud Technologies.

Efficiently communicate with internal technical team via ticketing system and Microsoft Teams to resolve technical issues.

Maintain detailed records of all interactions, actions, and resolutions in the ticketing system.

Ensure accurate logging of time and notes against each client query.

Collaborate with other IT support teams to ensure a cohesive support experience.

Support junior team members, enhancing their technical skills and knowledge.

Adhere to IT service management standards and best practices.

Follow and assist in improving the existing processes with Senior Management

Networking experience with routers, switches, Cisco Meraki.

Mandatory Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field.

Proven experience in a senior technical support role, handling a wide range of technical queries.

Strong knowledge of Windows and Mac environments, Office 365, Azure, and cloud technologies.

Proficient in using ticketing systems with a strong understanding of service desk operations.

Qualities

Excellent problem-solving skills and attention to detail.

Exceptional communication skills, both written and verbal.

Ability to work independently and manage multiple tasks simultaneously.

Eligibility Criteria

Client Facing Skills - UK and Europe

3+ years of experience in a senior technical support role

Possesses Laptop/Desktop for working till Probation Period

Willing to work part-time for a growing organisation as per UK shift timing

Residing in Mumbai

Device

Azure VDI Environment Thin client / Monitor and Keyboard and mouse provided

Job Location

WFH (Remote) from Mumbai location (UK shift, Part-time)

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Originally posted on Himalayas