HealthEdge

Service Desk Engineer

Job Locations IN-Bangalore
ID 2022-1333
Category
Information Technology
Position Type
Full-Time

Overview

Service Desk Engineer

 

The Service Desk Engineer will provide first-class services, solutions and support to both local and remote associates.  The ideal candidate will have prior experience as a Service Desk Engineer, supporting a wide array of hardware and software for a fast-paced and high-energy environment.  As part of the Service Desk Team, you will utilize a wide range of technologies and best practices, combined with deep knowledge of HealthEdge’s standards and security requirements, to provide top notch customer support.
 
What You’ll Be Doing

  • Addressing all end user requests that come in via Ticketing system, phone and Slack
  • Documenting procedures, best practices and performing training or application support as needed
  • Responsible for researching and solving IT endpoint hardware problems/issues
  • Support the Software upgrade cycle, including the development of IT process and procedures behind keeping machines and software current
  • 24/7 on-call duty may be required
  • Support of end user mobile devices (iPhone, iPad, Android)
  • Assist on Corporate IT and Customer impacting projects as needed.
  • Other duties as assigned

 

Requirements:

  • Strong orientation to customer service and delighting customers
  • Successfully executes all assignments timely and within acceptable quality levels
  • Asks for help and works collaboratively with team members when issues present themselves; does not settle for not knowing the outcome or resolution steps for important issues
  • Effective communicator/documenter – documents process and trains team members with ease
  • Identifies knowledge gaps and closes them; demonstrates consistent intellectual curiousity and drive to learn more and self-develop himself/herself
  • Perform all job functions consistent with HealthEdge policies and procedures, including those which govern handling PHI and PII

 

Qualifications:

  • 1-5 years’ experience with Windows (Client & Server), and Mac (Client) operating systems and troubleshooting problems with Windows-related software, including:
    • Active Directory Users and Groups
    • Microsoft Office Applications
  • Strong analytical and problem-solving skills across multiple platforms. (HW, OS, Network, etc.)
  • Ability to field Tier I-III support requests, via ticket, email, slack, phone and ad-hoc walk-ups
  • Well organized with strong HW\SW inventory, asset\license management and capacity planning abilities
  • Working knowledge of deploying and troubleshooting client endpoints (Win10, OSX)
  • Flexibility to provide after-hours support on a rotational basis

 

Preferred/Nice to have:

  • Associate degree in computer-related disciplines or equivalent work experience
  • Experience with Enterprise Collaboration tools (SharePoint, Slack, Zoom, Webex)
  • Experience with Endpoint Security software
  • Ability to deploy and support misc. office equipment (printers, projectors, video conf.).
  • Knowledge of VOIP or UCaaS in an enterprise setting

Experience with Networking (L2/L3) concepts

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed