Second Line IT Support Engineer

Description

Key Responsibilities

• Carry out Ticket resolution through the ITSM tool in line with Service Management Processes and Procedures, taking ownership and seeing issues through to resolution
• Reduce repeat IT issues by driving the resolution of problems rather than addressing individual issues
• Liaising with other business and IT Teams, where necessary to implement permanent fixes and solutions
• Manage business communications relating to your service(s) throughout the lifecycle of any issue
• Coordinate and facilitate Major Incidents relating to your service(s)
• Continually review and maintain all service-related knowledge to ensure it accurately reflects processes, procedures and technologies, thereby helping in the prevention of tickets
• Facilitate a seamless transition of any changes relating to their service(s). This involves ensuring minimal disruption to the user experience while also effectively embedding the knowledge and expertise within the teams into the operational processes
• Configure and deploy new laptops using Microsoft Intune Autopilot, ensuring devices are securely and efficiently onboarded.
• Manage IT assets, including tracking current inventory and provisioning new hardware stock as required.
• Maintain and support network infrastructure, including network switches and wireless access points, ensuring optimal uptime and performance.
• Provide end-to-end support for Azure Virtual Desktop (AVD) users both on-premises and remotely.
• Serve as an on-floor IT point of contact for non-technical (Non-IT) staff, providing hands-on support and guidance.
• Execute Joiner, Mover, Leaver (JML) processes across global teams, ensuring seamless onboarding and offboarding. This includes performing daily, weekly and monthly audits of JML tickets to ensure compliance and accuracy, as well as providing additional support for any post-joining incidents or requests related to JML activities.
• Coordinate with third-party vendors when required to address service-related issues or hardware support.
• Possess strong knowledge of AVD environments and Thin Client infrastructure, contributing to effective support and troubleshooting.

• Total experience we are looking for in years: 3 Years
• Relevant experience we are looking for in years: 3 Years
• Min. education needed (In India colleague degree for under grad. is 3 yrs and Masters is 2 yrs. Bachelor in Technology is 4 yrs, Masters is 2 yrs. MBA, CA not included in the shared details)