Service Desk Engineer (Desktop Engineer)
- ackt ublishing
- 1 to 6 Yrs
- Multi-City, India
- 3 years ago
- Email to a friend
- Report this job
Job Description
Title
Service Desk Engineer L1
Job Function
IT Services
Company industry
Publishing, E-Learning, Education
Role overview
We are adding Service Desk Engineer to our IT Team. Desired candidate would be to have Good Communication skills along with technical skillset and IT Basics clarity. Someone who wants to build hisher carrier in IT working hard and smart by learning and staying positive and motivated.
Whilst this is a technical role, we would still expect you to be able to communicate clearly and effectively at all levels including with key stakeholders. Packt prides itself on being a global, remote company and its successes are heavily reliant upon communication skills and as such would expect you to uphold this requirement too.
About Packt
Packt is a leading publisher of technical learning content with the ability to publish books on new and emerging tech faster than any other publisher in the world. We believe that software has a deep impact on the world, and that software runs on knowledge. Our mission is to increase the shared value of deep tech knowledge. We are tech content engineers, and we work with some of the most interesting technical minds and ground-breaking creators on the planet. For more details, see www.packt.com
What you'll do
We expect you to have at least 1 to 2 years of full-time experience in IT Helpdesk or as Desktop Engineer or similar profile. You will need to work for Packt Internal IT Team as Service Desk Engineer L1 handling the required roles and responsibilities.
Who you are
To provide a summary, we are looking for someone with the following skills, although not exhaustive:
Able to handle IT tickets from IT helpdesk portal within time and assign appropriately to next level SDE L2 as required.
Timely support and management of support tickets raised by users, by solving their queries within the agreed service level.
Accurate and timely maintenance of records, including asset management.
Manages onboarding and offboarding of users.
Ability to manage service improvement projects and programs, keeping records and reporting progress.
Proactively participates and picks up tasks, projects and change programs.
Frontline troubleshooting and engaging with end users to resolve issues reported.
Assist for installation, configuration, and on-going usability of desktop, laptops, peripheral equipment and software within established standards and guidelines.
Works with vendor support contacts to resolve technical problems, hardware and software.
Works with team if required to determine and resolve each IT issue reported by users.
Ensure PC interconnect seamlessly with diverse systems including associated validation systems, file servers, Office 365 Applications, Other Application Servers, and administrative systems.
Performs security and OS/applications upgrades on systems to ensure security.
Orders computer supplies and ensures timely payments to vendors.
Takes ownership of tickets and relentlessly work towards solution delivery.
Excellent team player supports other team members, especially in the event of absence.
Multifunctional, can operate across Service not just within Service Desk
Do not worry, we are not expecting you to be an expert in all the above skills but having exposure to them would certainly assist in your application.
Why work at Packt
We recognize how important our people are and acknowledge and support the things that are important to them. We focus on the full employee experience. We aim to create a positive working environment that supports personal and collective development where our people can not only grow their skill sets, continuously challenge themselves, and develop their careers, but also work together as a team and with our customers.
We try to achieve this by:
Ensuring a positive working environment for all employees, supportive of flexible and remote work.
Supporting individual development through growth opportunities and internal mobility.
Encouraging social collaboration within teams and communities and knowledge-sharing.
Fostering a culture that supports a healthy work-life balance.
We seek to achieve this by:
Providing a broad range of benefits and initiatives.
Advocating a healthy lifestyle where wellbeing is seen as an essential responsibility.
Celebrating success stories and encouraging peer-to-peer recognition.
Fostering a culture of self-development.
Providing a work environment where the best idea wins, and challenge is encouraged.
Benefits
You will also have access to a range of flexible benefits that are designed to help you make the most of your time with us.
Bonus scheme
21 days holiday (plus bank holidays)
Pension contribution
Insurance
Working hours will be between 8 AM to 8 PM IST with 8.5 hours shift (Other time as per Business requirementsManager Instructions)
Employment type
Full-time
Seniority level
Associate
Employement Category:
Employement Type: Full timeIndustry: E-Learning
Role Category: Technical Support / Helpdesk
Functional Area: Not Applicable
Role/Responsibilies: Service Desk Engineer (Desktop Engineer)
Contact Details:
Company: Packt PublishingLocation(s): Multi-City, India
ackt ublishing
Packt Publishing Pvt. Ltd. Packt is one of the most prolific and fast-growing tech book publishers in the world. Founded in 2004 in Birmingham, UK, Packt's mission is to help the world put software to work in new ways, through the delivery of effective learning and information services to IT pr...
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