Base8

Service Desk Engineer L2/L3

Base8

full-time

Posted on:

Location Type: Hybrid

Location: Hyderabad • 🇮🇳 India

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Job Level

SeniorLead

Tech Stack

AWSAzureCloud

About the role

  • Function as the customer’s single point-of-contact for problem identification and resolution for issues that have been escalated by the team
  • Manage the dispatch process of service requests to ensure full utilization of resources.
  • Communicate with all parties in a constructive manner to guarantee customer expectations are met
  • Maintain awareness of all outstanding customer pre-and post-delivery issues and provide status to clients as necessary
  • Interface with appropriate technical personnel for customer problems that cannot be resolved effectively
  • Provide accurate reports and metrics to company management on the status and budget of ongoing projects and agreements
  • Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests
  • Develop training programs to develop and refine the skills of the service desk team

Requirements

  • 10+ years of experience of IT/MSP experience, with a ticketing system
  • Knowledge and experience in cross-functional management methods and techniques
  • Knowledge of industry applications, processes, software, and equipment
  • Strong organizational, presentation, and customer service skills
  • Skills in strategic planning with an ability to think ahead and make long-term plans
  • Installation, Configuring, and Troubleshooting of MS Windows Server 2003, 2008, 2008 R2, 2012, and 2012 R2.
  • Experience with AWS/Azure public cloud services
  • Understanding of Microsoft Identity and Access Management products such as Azure AD, ADFS, Azure AD Connect
  • Experience in IT Infrastructure Support management in the Production Environment.
  • Proficient in Implementing, Configuring, and Administering Windows standalone\Cluster\NLB servers
Benefits
  • Professional IT Certifications, such as Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
IT experienceMSP experienceticketing systeminstallation of MS Windows Serverconfiguring MS Windows Servertroubleshooting MS Windows ServerAWS public cloud servicesAzure public cloud servicesMicrosoft Identity and Access ManagementIT Infrastructure Support management
Soft skills
organizational skillspresentation skillscustomer service skillsstrategic planningproblem identificationcommunication skillsteam developmenttraining program development