Service Desk Specialist

Reporting to the MMC Shift Manager, you will be part of the Front End Days MMC Operations Level 2 team, supporting Mission Critical infrastructure for Ensono’s clients. Using your proven communication, analytical, and problem-solving skills you will help identify, communicate, and resolve issues to optimize our clients’ infrastructure.

The 2nd Line Support team is responsible for maintaining and enhancing the service we deliver to our clients by effectively:
• Managing all requests logged into the Line2 queue
• Managing client communication on all tickets
• Conducting proactive and reactive incident, event and problem management
• Reducing the number of repeat issues through root cause analysis
• Building strong client relationships by becoming a point of contact for clients
• Working with internal departments to mitigate client concerns
• Providing escalation support for SD and L1 teams.

Your day-to-day role will expose you to a diverse mix of client solutions and multiple vendor technologies including the very latest Cloud technologies. In addition to our online training portal - ‘Ensono University’, you’ll be supported by both internal and external training. Longer term objectives will concentrate on helping you develop the skills and experience necessary for you to progress on your chosen career path.

Key Responsibilities

Respond to client issues received by telephone, voice mail, e-mail and via the customer portal
Manage and complete scheduled tasks on time
Ensure effective client communications take place
Ensure the effective assignment and escalation of incidents to senior engineers where appropriate
Advise the Team Lead and/or Shift Manager of emerging issues
Adherence to ITIL processes
Contribute documentation to the shared knowledge base
Ensure all changes are documented through the change management process
Execute change management tasks in line with defined processes
Take a leading role in the analysis and resolution of problems as raised by the problem management function and by clients
Assist and mentor team members in Ensono’s structured approach to troubleshooting problems
Act as a role model and mentor for fellow team members
Knowledge

Possess a strong understanding of server and network infrastructure architecture
Good knowledge and hands-on experience troubleshooting of Enterprise infrastructure across Open Systems including Microsoft Windows Server and Linux and Middleware and Database management
A basic to intermediate understanding of Infrastructure technologies like Storage Area Networks and Networking.
Additional preferred knowledge: VMware ESX, VSphere, AWS/Azure, SQL server
Skills

Good problem solving and analytical skills with knowledge of problem analysis
A ‘client centric’ approach
Excellent demonstrable English written and verbal communication skills
Able to communicate in groups with confidence and conviction
Ability to multi-task and work well under pressure
Good team working skills are essential
Ability to document processes and procedures in a clear, concise and logical manner
Exceptional customer service skills
Engineering certification in Microsoft or Redhat (nice to have)
Self-motivated, high aptitude for learning
ITIL certification desirable
Experience

1-2 years of experience in a systems administrator role (Unix/Windows/SQL/Network)
2-3 years of experience from a Managed Services background

Primary Location City/State:

Chennai, IN, Tamil Nadu

Additional Locations (if applicable):