Overview

We are looking for an engineer who can work as part of a team on the technical Service desk, and play a key role in the delivery of high quality technical support providing exceptional customer satisfaction and a personalised service.
This role requires strong communication skills, along with troubleshooting, problem-solving and technical skills using various diagnostic tools.

At times, like all customer facing role this can be a challenging role, within an exciting and growing organisation, so you will possess a strong character with strong inter-personal skills which you will use to guide customers through situations, providing the highest levels of resolution, support and customer satisfaction

Key areas of Responsibilities:

Working on a world class Service desk, supporting up to 80 clients, the main responsibilities include:
Resolving 2nd line incidents and requests
Taking ownership of end user faults and bringing them to a successful resolution
Ensuring all tickets are resolved to a high level of customer satisfaction
Providing regular feedback to clients re the status of their tickets
Providing exceptional communication between the service desk, end users and resolver groups
Effective ticket management and tracking using the Remedy ticket logging system
Meeting and exceeding customer specific service level agreements (SLAs)
Proactive Management of tickets raised with 3rd party resolver groups
Utilising various remote takeover tools when necessary
Liaising and assisting Field Engineers on client sites
Ensuring all tickets are categorised to correct standards
Following internal processes for assigning tickets to the correct department or individuals
Following Security admin and information security processes
Following Sev-1 / Sev-2 escalations and notifications where appropriate

Typical daily tasks include
Where necessary provide contingency capacity to 1st line Service desk team, ensuring all activities covered in alignment with 1st line activities previously stated
Provide Major Incident Management support, ensuring effective communication of service continuity impact, and working with 3rd line in the delivery of workarounds or resolutions
Undertake detailed incident investigation and diagnosis enabling effective incident resolution and recovery, contributing to ongoing knowledge transfer to 1st line to enable improved first time fix activities, as well as to 3rd line resources to aid improved problem identification and known errors
Undertake complex access management requirements and support the provision of new starter access and safeguarding of access regarding leaver access
Support of technical resource deployment and subsequent activities, both local and globally through 3rd parties

Experience/Qualifications :

Microsoft Office 2007/2010 Word, Excel, Outlook & PowerPoint
Microsoft Windows XP/ Windows 7/ Windows 8 Workstation
Microsoft Exchange / Active Directory administration
WAN/LAN
Citrix
Knowledge of ADSL and WiFi technologies
Knowledge of RIM Blackberry, HTC, Mobile devices
Knowledge of networking concepts
CompTIA A+ Essentials (Desirable)
CompTIA A+ IT Technician (Desirable)
MCTS Windows 7 (Desirable)
MCTS Windows Server 2008 (Desirable)
ITIL/Prince 2 Foundation (Desirable)

Essential technical skills
Graduation or above.
2 years previous IT Service Desk or Technical Support (Voice).
Excellent organisational skills.
Knowledge on Routers and Switches.
Knowledge on Server technologies, Virtualization awareness of Citrix and VMware
Incident Management experience Managing incidents including business expectations and communication
Ability to grasp concepts quickly.
Awareness of ITIL processes.
Salary: INR 3,50,000 – 4,50,000 P.A
Industry: BPO / Call Centre / ITES
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Associate/Senior Associate -(Technical)
Role: Associate/Senior Associate -(Technical)
Keyskills:
ITIL
IT Service Desk
Technical Support
Incident Management
Networking
Active Directory Administration
Windows Server
MS Exchange
Strong Communication Skills
Technician Activities
Desired Profile

Education:UG -Any Graduate – Any Specialization, Graduation Not Required
PG – Any Postgraduate – Any Specialization, Post Graduation Not Required
Doctorate – Any Doctorate – Any Specialization, Doctorate Not Required
Company Profile
Redcentric Solutions which started a decade ago, a subsidiary of Redcentric PLC (UK) http://www.redcentricplc.com/ is a leading UK IT managed services provider that offers a range of IT and Cloud services designed to support organisations in their journey from traditional infrastructure to the Cloud and hybrid combinations in between. It’s also a leading managed services provider delivering innovative technology to businesses to improve productivity and efficiency in the UK. The foundation of Redcentric’s continued success is its staff, and therefore we recruit and develop people who want to progress within our fast-moving environment

With the IT landscape in constant evolution, Redcentric is built around today’s modern IT challenges offering application, collaboration, infrastructure, network, mobile and IT security services. It owns and operates five world class secure data centres with an estate in excess of 1200 racks, in addition to significant national MPLS network assets over which critical IT data and voice services are delivered. Redcentric also operates its own fibre Metropolitan Area Networks. This infrastructure collectively provides coverage to over 99% of the UK. Redcentric’s managed services are designed to give back to IT departments the time and capacity to focus on front-end business improvement projects, while we look after the routine IT aspects.

We offer competitive compensation, access to cutting edge technologies in a fun, professional, and positive work environment along with excellent opportunities to excel and to be rewarded for that effort. Due to significant growth and demand for our services we have positions that have opened up in our Offshore center, join our expanding team in our central Hyderabad location.

Tagged as: incident management, itil it, service desk, technical support