Job description

Role Description Job Title: Senior Service Desk Engineer Location: Minneapolis, MN Job Description • This opportunity is for the position of Engineer Service Desk Operations The role • requires to provide phone call and chat support for the end users of one of our prestigious clients • This is an L1 to L15 role where the incumbent is expected to be aware about ITIL methodologies Incident Service Request, Change and Problem • The role demands excellent communication skills oral and written good customer handling skills and excellent collaboration skills with ability to work in shift 24X7 • The person will contribute towards effective resolution of the issues and fulfilment of the service requests • Ideal candidate must be an experienced professional from same or similar field • He / She must possess good knowledge of Windows Active Directory O365 Networking basics and SOP based application basics etc • The person will contribute towards achieving project deliverables SLAsKPIsImprovements etc • The ideal candidate must have hands on experience of resolving technical issues over the phone chat and emails L1, L1.5 Technical Support • Handling all the Inbound calls chat and emails in service desk • Handling Basic L1L15 level queries from end users • Diagnose and quickly resolve a wide range of Windows applications issues • Diagnose and quickly resolve a wide range of application troubleshooting based on SOPs provided • Basic troubleshooting knowledge for internetLAN and WAN Connectivity issues • When the restoration is beyond the scope of the support escalate the issueproblem to appropriate resolver group using IT Ticketing System • Remotely Install upgrade support and troubleshoot Windows OS and any other authorized desktop applications on LaptopsDesktops • Install upgrade support and troubleshoot for printers related computer hardware • Performs general preventative maintenance tasks on computers laptops printers • Customize configure desktop hardware to meet specifications and business standards • Email account administration ie account creation and management and distribution lists on Office 365 • User account administration ie account creation and management and password resets on Active Directory • Familiarize end users on basic software hardware and peripheral device operation and solve basic queries • Take ownership and responsibility of queries issues and problems and document it in the ITSM Tool, Configuring iPadiPhonesAndroid for the users to enable them check emails and be connected on the go • Basic knowledge of Networking Virtualization Outlook Windows Mac OS Web Based and Installable applications • Working knowledge to resolving basic L1, L1.5 issues on UnixLinux platform • Providing timely and accurate resolution of technical issues experienced by the Users • Excellent communication skills • Identify and escalate severe issues which could cause production impact Language • Mandatory Japanese Proficient in speaking and writing JLPT Proficiency level N1 or N2 Certified Mandatory English Proficient in speaking and writing • Technical Skillset Need to Know • Networking Experience in LANWAN Environment • Good knowledge of Active Directory • Citrix • O365 • Microsoft Windows • Mobile Operating Systems Android iOS • Antivirus • SharePoint • Knowledge of Laptop Desktop Tablet issues • Technical Skillset Good to Know • Knowledge of Infrastructure Exchange Server Technologies • Virtualization VMware Cloud Azure Skills Mandatory Skills : Jira Service Desk,Servicedesk,Windows Server Good to Have Skills : Jira Service Desk, Windows Server Other Details Benefits/perks listed below may vary depending on the nature of your employment with LTIMindtree (“LTIM”): Benefits And Perks • Comprehensive Medical Plan Covering Medical, Dental, Vision • Short Term and Long-Term Disability Coverage • 401(k) Plan with Company match • Life Insurance • Vacation Time, Sick Leave, Paid Holidays • Paid Paternity and Maternity Leave The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation. Disclaimer: The compensation and benefits information provided herein is accurate as of the date of this posting. LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law. Benefits Compensation range: $ 45.00 to 50,000.00 per year

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