Service Desk Tier 1
GeekTek
Hyderabad, India
2h ago

Position : Service Desk Tier 1

Location : Hyderabad, India

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 at our clients' locations in the Los Angeles area.

You will also work closely with the team in India and 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.

Job Description :

The Service Desk Tier 1 is a strategic technical position within our organization. This position is responsible for handling incoming technical support calls and tickets.

Essential Duties and Responsibilities :

  • Experienced System Admin with very strong Windows AD background, should be very proficient in Troubleshooting DNS, DHCP, Group Policy related issues at ease.
  • Expertise in handling Office 365, Outlook, SQL Server, TFS and QB client specific software, Implement solutions for customers using technologies that meet their needs
  • Remote access solution implementation and support : VPN, Terminal Services, and Thin Client
  • Should be capable of handling Network issues in Routers, Switches, and Firewalls.
  • Experience with low voltage and AV.
  • Hands-on Linux would be a plus.
  • Experience in scripting would be a plus.
  • System documentation and updating of the internal knowledge base
  • Effective and timely communication with customers as required : keeping them informed of incident progress, notifying them of impending changes or scheduled outages
  • Requirements :

  • 2-3 years of experience into service desk (Tier 1)
  • Provide exceptional customer service and client satisfaction
  • Ability to work in a team and communicate effectively
  • Escalate service or project issues that cannot be completed within agreed SLA
  • Business awareness : specific knowledge of the customer and how IT relates to their business strategy and goals
  • Develop in-depth knowledge of the service catalog and how it relates to customer's needs
  • Document internal processes and procedures related to duties and responsibilities
  • Be a problem solver and take the initiative
  • Responsible for entering time and expenses in ConnectWise ticketing system as it occurs
  • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
  • Work through project tickets and stay current on project status as delegated by a Project Manager
  • Enter all work activity in Service Desk or Project boards within ConnectWise
  • Review IT publications and online materials to remain up-to-date with current and emerging technologies in the industry.
  • Knowledge, Skills, and / or Abilities Required :

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.

    Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Professional IT Certifications, such as Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, Cisco CCNA, or VMware VCP
  • Interpersonal skills : communication skills, active listening, positive attitude, and client-care
  • Thorough analytical skills of varying technical issues
  • Ability to multi-task, adapt to quickly changing priorities and maintain deliverables to clients
  • Technical awareness : the ability to match resources to technical issues appropriately and provide context to resource to engage effectively
  • Service awareness of all organization's key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Managed Service Provider experience strongly desired
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