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Overview

Service Desk Engineer

The Service Desk Engineer will provide first-class services, solutions and support to both local and remote associates. The ideal candidate will have prior experience as a Service Desk Engineer, supporting a wide array of hardware and software for a fast-paced and high-energy environment. As part of the Service Desk Team, you will utilize a wide range of technologies and best practices, combined with deep knowledge of HealthEdge’s standards and security requirements, to provide top notch customer support.

What You’ll Be Doing

• Addressing all end user requests that come in via Ticketing system, phone and Slack

• Documenting procedures, best practices and performing training or application support as needed

• Responsible for researching and solving IT endpoint hardware problems/issues

• Support the Software upgrade cycle, including the development of IT process and procedures behind keeping machines and software current

• 24/7 on-call duty may be required

• Support of end user mobile devices (iPhone, iPad, Android)

• Assist on Corporate IT and Customer impacting projects as needed.

• Other duties as assigned

Requirements:

• Strong orientation to customer service and delighting customers

• Successfully executes all assignments timely and within acceptable quality levels

• Asks for help and works collaboratively with team members when issues present themselves; does not settle for not knowing the outcome or resolution steps for important issues

• Effective communicator/documenter – documents process and trains team members with ease

• Identifies knowledge gaps and closes them; demonstrates consistent intellectual curiousity and drive to learn more and self-develop himself/herself

• Perform all job functions consistent with HealthEdge policies and procedures, including those which govern handling PHI and PII

Qualifications:

• 1-5 years’ experience with Windows (Client & Server), and Mac (Client) operating systems and troubleshooting problems with Windows-related software, including:

• Active Directory Users and Groups

• Microsoft Office Applications

• Strong analytical and problem-solving skills across multiple platforms. (HW, OS, Network, etc.)

• Ability to field Tier I-III support requests, via ticket, email, slack, phone and ad-hoc walk-ups

• Well organized with strong HW\SW inventory, asset\license management and capacity planning abilities

• Working knowledge of deploying and troubleshooting client endpoints (Win10, OSX)

• Flexibility to provide after-hours support on a rotational basis

Preferred/Nice to have:

• Associate degree in computer-related disciplines or equivalent work experience

• Experience with Enterprise Collaboration tools (SharePoint, Slack, Zoom, Webex)

• Experience with Endpoint Security software

• Ability to deploy and support misc. office equipment (printers, projectors, video conf.).

• Knowledge of VOIP or UCaaS in an enterprise setting

Experience with Networking (L2/L3) concepts

Job Locations IN-Bangalore

ID 2024-4894

Position Type Full-Time

HealthEdge provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.