L2 Service Desk Engineer

  • Hyderabad
  • Genpact

Consultant – Service Desk Level 2

Location:
Hyderabad

Experience:
3-5 years

Immediate joiners preferred.


Kindly do apply here or share resume to nsenthil.kumar@genpact.com with Sub of " L2 SD" along with Notice period.


Responsibilities

  • Experience on troubleshooting Windows and Apple Operating System issues.
  • Ability to fix all windows related issues. (i.E. BSOD, No Boot, Software)
  • Working experience on PowerShell
  • Ensure the 24/7/365 availability of all systems, applications, and infrastructure.
  • Understanding of IT processes, procedures, and willingness to follow them.
  • Need to have understanding about Active Directory user accounts
  • Basic understanding on Azure Active directory
  • Basic understanding of different account types in Active directory
  • Provision and De-Provision Email accounts on O365 & troubleshoot if email and AD accounts are not in Sync
  • Basic knowledge on Mobile Device Management
  • Understanding on Virtual Machines (i.E. AWS, Citrix)
  • Basic understanding on SCCM and Company Portal
  • Develop documentation to assist self-guided issue resolution procedures for service desk personal to include checklists procedures.
  • Ability to speak to a non-technical audience about technical problems
  • Knowledge and experience of customer service practices
  • Willing to work in rotational shifts as per customer requirement
  • Basic understating of MS Excel,MS PowerPoint to prepare reports and presentations



Minimum qualifications

  • Graduate in any stream
  • Familiar with ITIL and ITSM processes.
  • Ability to multi-task, manage time and follow through with assignments
  • Should be adherent to process defined workflows
  • Good experience in knowledge management
  • Technical experience and basic knowledge on MS Exchange, O365, Excel and PowerPoint


Preferred Skills:

  • Good communication skills

Should have understanding of below Technical Skills:

  1. Basic Networking
  2. Active Directory
  3. MS Office 2016
  4. Chrome, Edge & Mozilla Firefox
  5. Service Request Management
  6. O365 Tools
  7. PC/Laptop