Service Desk Engineer (L1) (C-032496)
Islamabad, Federal Territory, Pakistan
Full Time
Mid Level
Cloudelligent is looking for competent candidates for the position of Service Desk Engineer (L1)
Position Title: Service Desk Engineer (L1)
About Cloudelligent
Cloudelligent is Cloud-native consultancy and AWS Advanced consulting partner! We specialize in providing bespoke cloud solutions to the SMB & enterprise segments as well as the public sector (Non-Profit Organizations). Being a next-gen cloud service provider, Cloudelligent helps small businesses & medium/large enterprises to break free from hardware lifecycle and capital expenditures, allowing them to make the most out of their cloud investment. We have an international footprint with a diverse team of domain experts, and we are customer obsessed.
Responsibilities
Requirements
Position Title: Service Desk Engineer (L1)
About Cloudelligent
Cloudelligent is Cloud-native consultancy and AWS Advanced consulting partner! We specialize in providing bespoke cloud solutions to the SMB & enterprise segments as well as the public sector (Non-Profit Organizations). Being a next-gen cloud service provider, Cloudelligent helps small businesses & medium/large enterprises to break free from hardware lifecycle and capital expenditures, allowing them to make the most out of their cloud investment. We have an international footprint with a diverse team of domain experts, and we are customer obsessed.
Responsibilities
- Perform Level 1 diagnosis and resolution of incidents / requests raised by end users.
- Responsible for supporting the IT Help Desk Services organization to ensure services are delivered to meet customer business needs and expectations, within SLA standards
- Act as a contact point between Helpdesk Operations and Other external and internal teams.
- Escalate issues to relevant teams based on SOP & Escalation matrix
- Provide Incident Response (IR) support when analysis confirms actionable incident
- Perform incident closure, verifying problem resolution with Users and documenting resolution procedures
- Monitor and escalate service failure alerts and follow up with relevant teams to fix these with minimal impact.
- IT Support relating to technical issues involving Microsoft/AWS core business applications and operating systems
- Troubleshoot software, hardware, and network issues.
- Guide end-users on how to setup and use new technologies.
- Perform vendor management for procurement and support (Cloudelligent/Clients).
- Assist Cloud team with migration and supporting infrastructure on Azure/AWS.
- Backup and restore organization's data files and systems.
- Install, configure, and upgrade PC software and operating systems.
- Manage inventory and track IT assets used by the organization.
- Author, edit, and manage IT documentation to improve our clients IT policy, procedures, and protocols.
- Manage the helpdesk collaboratively for optimal performance and support by resolving incidents in a timely manner.
- Prepare and present weekly updates.
- Participate in IT projects.
Requirements
- Bachelor's degree in information technology, computer science or related field.
- 2+ years of experience providing customer-focused technical support.
- Hands on experience on service desk ticketing system, email, online chat, service support process, and SLA.
- Ability to multi-task, take initiative and work independently with multiple stakeholders
- Good understanding of ITIL methodologies.
- Good knowledge of Office 365 SharePoint and Power App.
- Experience with Azure AD and Exchange online.
- Experience with OKTA or any other IAM Provider.
- Experience using RMM preferably ConnectWise.
- Proficient knowledge of Windows operating systems and AWS platforms.
- Microsoft/AWS certifications are a plus.
- Should be able to work in 24/7 environments.
- Effective communication skills (proficiency in English language).
- Self-driven, ability to work independently or as part of a project team with limited supervision.
- Experience working in a secure environment and familiarity with security standards such as SOC 2 and ISO 27001.
- Previous experience in a client-facing role would be a plus
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