IVY

Job Description:-

The Senior Engineer is responsible for recording the details of reported IT service issues and service requests and working to either restore service as quickly as possible or alerting and/or escalating them to the appropriate specialist support groups. The Sr. Engineer (End User Services -EUS) is the first point of contact between internal customers and the IT organization for workplace related request and issues.

Responsibilities

• Act as single point of contact for all internal customer IT incidents and service requests, managing these incidents and requests throughout their lifecycle

• Troubleshoot workplace related internal customer’s issue via telephone or remote access and resolve upon first contact, when possible

• Accurately record and document all details of the issue or service request, including categorization and priority into the IT service desk tool (ITIL framework based)

• Troubleshoot and fix issues related to OS (windows/Mac/Linux), Windows applications (MS O365, Browser, MS Teams etc.), Printers to ensure optimal IT workplace environment

• Troubleshooting network connectivity in a LAN/WAN/Wi-Fi environment and SSL VPN establishing using RSA token related issues

• Perform active directory related operational tasks like management of user accounts, access, secure and file share groups

• Perform Exchange server operational related tasks like management of user & functional mailboxes, and distribution groups etc. Also, Teams SIP account management.

• Provide "how to" assistance on all internally supported devices, applications and systems

• Escalate to appropriate on-site team or subject-matter experts in accordance to service-level agreements, and follow up on incidents or service requests when appropriate