Job Description:

smartShift Technologies is looking for a Systems Engineer – Windows to join our Bangalore team.

Responsibilities

  • Triage incoming requests/alerts in a professional, courteous manner over the phone, email, and ticketing system.
  • Take ownership of tickets and manage them in a logical & methodical manner.
  • Log incidents/requests accurately, categorizing and prioritizing them in line with team procedures.
  • Conduct full & thorough diagnostics with end users to enable the first point of contact fault resolution.
  • Ensure all issues are adhered to within defined SLA’s – escalate to internal and external teams as necessary.
  • Manage tickets through their entire lifecycle from the first point of contact through to resolution, proactively communicate with the customer.
  • Identify and escalate repeat issues or service risks to 2nd level specialists.
  • Maintain & upgrade skills by proactively seeking learning opportunities.
  • Adhere to the shift roster maintained by the team manager.
  • Share learnings and knowledge with colleagues.

Skills & Experience

  • Experience, working on Windows-based distributions.
  • Experience, working on any virtualization environment.
  • Exposure to Public/Private Cloud.
  • A keen interest in networking & WAN technology.
  • Strong written & verbal communication skills.
  • Proven hands-on experience providing helpdesk support.
  • Possess customer-centric mentality while troubleshooting issues.
  • Highly organized & able to work with minimal supervision.
  • Flexible & willing to work outside core business hours as required.
  • Experience working with any ticketing & monitoring tool is a plus.
  • ITIL process knowledge is a plus.
Region:
Bengaluru, India