Senior Servicedesk Engineer - Technical Support and Escalation

Looking for a polished and detail-focused 3+ years experienced Senior Engineer to act as a critical escalation point for the service desk team. This role involves resolving a wide range of technical support queries, from 1st to 3rd line, primarily via email and internal communications through Microsoft Teams.

The ideal candidate will have a comprehensive understanding of various technologies including computers/laptops (Windows and Mac), Office 365, infrastructure support, VoIP, Azure, and cloud-related issues. Proficiency in using and managing ticketing systems is essential, as the role requires meticulous logging of notes and time for each client interaction.

What's for the Candidate:

• Potential travel to Europe depending on projects

• Compensation based on your competency and potential

• Opportunity to work in a growing London-based MSP

• Lean Hierarchy with family-like work culture

Job Responsibilities:

• Act as the primary escalation point for technical queries ranging from 1st to 3rd line support.

• Provide expert-level troubleshooting for issues related to computers/laptops (Windows and Mac), Office 365, infrastructure, VoIP, Azure, and Cloud Technologies.

• Efficiently communicate with internal technical team via ticketing system and Microsoft Teams to resolve technical issues.

• Maintain detailed records of all interactions, actions, and resolutions in the ticketing system.

• Ensure accurate logging of time and notes against each client query.

• Collaborate with other IT support teams to ensure a cohesive support experience.

• Support junior team members, enhancing their technical skills and knowledge.

• Adhere to IT service management standards and best practices.

• Follow and assist in improving the existing processes with Senior Management

• Networking experience with routers, switches, Cisco Meraki.

Mandatory Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related field.

• Proven experience in a senior technical support role, handling a wide range of technical queries.

• Strong knowledge of Windows and Mac environments, Office 365, Azure, and cloud technologies.

• Proficient in using ticketing systems with a strong understanding of service desk operations.

Qualities:

• Excellent problem-solving skills and attention to detail.

• Exceptional communication skills, both written and verbal.

• Ability to work independently and manage multiple tasks simultaneously.

Eligibility Criteria:

• Client Facing Skills - UK and Europe

• 3+ years of experience in a senior technical support role

• Possesses Laptop/Desktop for working till Probation Period

• Willing to work part-time for a growing organisation as per UK shift timing

• Residing in Mumbai Device: Azure VDI Environment Thin client / Monitor and Keyboard and mouse provided Job Location: WFH (Remote) from Mumbai location (UK shift, Part-time) Note: For our vision, our Flagship Event 'IAC VISION 2030' would provide employment and career opportunities for millions of job-ready interns, freshers and professionals in our Industry Academia Community (IAC).By submitting your application you confirm that you are a member of IAC or give your consent to add you to the IAC platform as a member of Industry Academia Community.