Service Desk (Tier 3) - US Market
GeekTek
Hyderabad, India
2d ago
  • MUST* work in the night shifts
  • Who We Are

    GeekTek is a technology services firm with its headquarters in Los Angeles and branch offices in Denver, CO and Hyderabad, India.

    Geektek's services span a variety of industries, including manufacturing, entertainment, retail, non-profits and even art galleries.

    The talented team of more than forty members provides services such as on-site client service, remote managed IT services, managed security services, marketing and sales.

    In addition, GeekTek is the leading IT provider and technology thought leader in the cannabis industry and has entered the cannabis industry as an ancillary business.

    We are a friendly and upbeat company with great communication between the locations and teams.

    Who You Are

    This position will be located in Hyderabad, India, but you will be working closely with the team in the United States through video chat, instant messaging, e-

    mail, phone, and through our software. It is important that you have excellent communication skills in English, both written and oral.

    We are a fast-paced company that is expanding rapidly and we are seeking team members who will share our vision for the future and work collaboratively in order to accomplish GeekTek's goals.

    We pride ourselves on providing superior service to our clients, which includes having attention to detail, following the processes in place, and being able to adapt to a variety of situations.

    Roles and Responsibilities :

  • Should have Expertise in Microsoft Windows Servers 2008, 2012 and 2016 environments.
  • Experience in handling Active Directory, Group Policy, Exchange Server, DHCP, DNS, File Servers, Print Servers, RDS Servers, ADFS, ADCS, Windows Failover Cluster, Windows Network Load Balancer.
  • Expert knowledge on users, groups, workstation, server migrations.
  • Design and implementation of Active Directory and understand application dependency on Active Directory Domain
  • Good Troubleshooting skills on Active Directory.
  • Should have experience working with multiple customer's environments. Preferably should have been working in a Managed Service Provide environment supporting multiple client's infrastructures.
  • Strong Windows Operating System troubleshooting skill.
  • Handle Server hardware issues.
  • Vendor coordination
  • Troubleshoot Unexpected reboots, BSOD, Low Disk space, High CPU and Windows Server performance issues.
  • Should be willing to learn new technologies. Keep systems and applications up to date with the latest versions.
  • Knowledge in Microsoft Exchange Server 2010, 2013 and 2016 concepts, email flow, Mailbox administration and troubleshooting, mailbox restoration / recovery, NDR troubleshooting, Conference room and calendar troubleshooting, Distribution list creation and troubleshooting is a plus.
  • Working experience in Office 365 and Hybrid environment.
  • Managing spam filters
  • Should have hands-on experience with installing, configuring and managing VMware ESX servers.
  • Experience of using tools for Incident management, change management, Problem management
  • Certifications for Windows Server technology (MCITP) and ITIL concepts would be an added advantage
  • Willing to work in shifts
  • Good Communication and documentation skills.
  • Requirements :

  • 7-13 years of experience into the service desk
  • Effective communication and interpersonal skills
  • Candidate should be flexible to work in the 24*7 rotational shifts
  • Professional IT Certifications, such as Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP
  • Knowledge and experience in cross-functional management methods and techniques
  • Knowledge of industry applications, processes, software, and equipment
  • Interpersonal skills : such as telephony skills, communication skills, friendliness, active listening, and customer-care
  • Ability to multi-task and adapt to changes quickly
  • Understanding of support tools, techniques, and how technology is used to provide services
  • Self-motivated with the ability to work in a fast moving environment
  • Additional Duties and Responsibilities :

  • Think pro-actively and critically
  • Identify areas for improvement and make constructive suggestions for change
  • Continually seek opportunities to increase customer satisfaction and deepen customer relationships
  • Ensure consistency of existing systems through creating, maintaining, and enforcing standards / procedures for implementing solutions
  • Communicate escalated issues to customers : keep them informed of progress, notify them of impending changes, agreed outages, etc
  • Maintain specific knowledge of the customer and how our service relates to their business strategy and goals
  • Develop in-depth knowledge of the service catalog and how it relates to customer's needs
  • Enter time and expenses in the ticket system as they occur
  • Apply
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