Service Desk Engineer (Networks and Systems) assists IT administrators of client companies in identifying and solving problems related to Networks and Systems software and other items via telephone and remote desktop support. (Candidates willing to join immediately will be preffered)

Essential Duties:

• Interact with Customers in the UK and Middle East to provide problem resolution via the telephone and remote desktop support for hardware, software, and other items.
• Provide accurate and complete descriptions of problems, inquiries and requests in a problem management ticket.
• Escalate problems and requests according to established procedures.
• Research end-user problems to determine root cause.
• Maintain accountability and ownership of issue/request tickets.
• Provide proactive end-user management notification of problems.
• Provide closed looped contact with end-users to verify final solution and determine satisfaction level.
• Participate in training required to develop and maintain skills necessary to support end-users.
• Perform basic administrative tasks, such as password resets, permission management, account creations, remote software installations, etc.
• Can work independently without supervision with Cisco IOS (routers and switches) to achieve the required task
• Experience with Microsoft Exchange, Vmware ESXi, NetBackup, Backup, storage & archiving, MS-SQL Server, Computer Networking and Active Directory is preferred.

Non-Essential Duties:

• Maintain a high standard of business and ethical conduct with end-user, vendors and employees.
• Follow workplace and environmental, health and safety procedures and guidelines.
• Devoting your full business time, attention and energy to the company
• Perform related duties assigned by management.

Required Skills:

• Fluency in English communication. Skills and ability to communicate technical information to both technical and non-technical users is MUST.
• Prior experience with Cisco IOS (routers, switches and firewalls) with good troubleshooting skills is MUST.
• Prior experience with Microsoft Exchange, Vmware ESXi, NetBackup, Backup, storage & archiving, MS-SQL Server, Computer Networking and Active Directory is preferred.
• Good basic understanding of Linux.
• Good understanding of how an incident ticketing system and escalations work.
• Prior technical support experience or system administration is preferred.
• Be proactive in developing good customer relations.
• Have a good technical knowledge of computer software and hardware.
• Be a competent presenter.
• Work well as part of a team. (Team Player)
• Individuals with prior experience in providing technical services to support end-users’ computer hardware & software needs, along with demonstrated ability to work within a customer service environment will be preferred.