Service Desk Engineer

BETSOL is a cloud-first digital transformation and data management company offering products and IT services to enterprises in over 40 countries. BETSOL team holds several engineering patents, is recognized with industry awards, and BETSOL maintains a net promoter score that is 2x the industry average. BETSOL’s open-source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 80% savings in total cost of ownership (TCO) and best-in-class performance. BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for its customers. BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore, India. We take pride in being an employee-centric organization, offering comprehensive health insurance, competitive salaries, 401K, volunteer programs, and scholarship opportunities. Office amenities include a fitness center, cafe, and recreational facilities. Learn more at betsol.com.

Description: 

Join our dynamic IT Service Desk team, providing frontline support for end users across devices, access, and applications. You’ll resolve tickets related to hardware/software, onboarding/offboarding, and asset management, ensuring a seamless IT experience for PRA Group employees. 

Responsibilities: 

• Answers the Service Desk line in a courteous, friendly, and helpful manner in accordance with management standards; verifies proper queue coverage before leaving their phone; and answers mobile in accordance with IT standards 
• Addresses, documents, and works Incidents assigned to Service Desk Team or Self in the Service Desk Management application 
• Ensures Work Stoppage and VIP Incidents are properly submitted into the Service Desk Management application 
• Submit a Service Desk report to Supervisors at the end of each week 
• Escalates Incidents in a proper manner, including Critical Incident Management 
• Use any free time not needed to fulfill the above duties to do self-training to develop knowledge and skills and serve as a Mentor to Peers in areas of expertise (Subject Matter Expert) 
• Responsible for ensuring compliance with applicable laws, regulations and company policies across areas of organizational responsibility 
• Troubleshoot Microsoft Windows, Office, Outlook and PC hardware issues. 
• Submit weekly Service Desk reports to supervisors. 

Qualifications: 

• Bachelor's degree in IT or related field required 
• Work experience with Active Directory Users and Computers in an Enterprise environment, and a good understanding of Network structure 
• Experience working with remote domain users and Virtual Private Networking is equally important 
• The applicant must have experience working and troubleshooting Microsoft Office suites, Microsoft Outlook for email, and Microsoft Windows 7 to 11.  
• You should possess effective communication, time-management, and interpersonal skills 
• Experience troubleshooting and replacing PC hardware in a large office or enterprise environment