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) 

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