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    Job Description

    TITLE : Helpdesk / Technical Support Engineer
    DEPARTMENT : Information Technology

    PURPOSE OF THE POSITION:
    The Information Technology (IT) group manages global IT operations; enables and empowers employees to perform the various business activities on a daily basis. Geographically spread across multiple offices, the Information Technology group works seamlessly as a single unit to delivers services to the business on a 24X7 basis. The IT team is expanding its presence in India and we are looking to hire a Helpdesk / Technical Support Engineer position. You will have broad exposure to a portfolio of various technologies. Candidate should have good technical understanding of Networking infrastructure, Server infrastructure (physical/virtual), User Account management and Advanced troubleshooting capabilities. Ensure that the IT infrastructure operates with minimal down time & high quality by resolving incidents reported to IT.
    Candidate must have at least 2+ Yrs. of experience.
    ACCOUNTABILITIES
    The ideal candidate would have the following:
    Candidate must have exceptional communication and presentation skills
    Ability to manage all assigned activities efficiently in standalone mode
    Exceptional Voice and Accent skills to support a global user base
    Knowledge and strong aptitude in problem solving techniques
    Exposure to client facing environment, preferably US
    Ability to work as a Service Desk analyst to support user requests with appropriate problem solving skills, and root cause analysis, by leveraging ticketing and tracking tools
    Ability to work on Incidents reported and resolve them within the agreed service levels
    Willing to Work in a 24x7x365 setup, involving night shifts
    Escalate issues to Level 3 and 4, as per policies and procedures.
    Understand application and business functionality and use technical and analytical expertise to locate and report problems
    Respond to telephone calls, email/chat/web requests for technical support, monitoring problems to ensure timely resolution
    Work with globally distributed IT support teams to assign issues to the right ticketing queues and follow-up continuously till issues are resolved
    Update / maintain centralized documentation and artifacts for IT Infrastructure, systems and applications
    Inform field IT personnel and / or vendors of issues and track corrective actions until they are cleared


    QUALIFICATION AND SKILLS REQUIRED
    Bachelor's Level Degree with any certifications in Server, Networking & Hardware
    2 to 3 years of relevant experience preferably from Midsize companies
    Prior experience of working with US user base and US IT teams highly desirable.
    Skills:
    o Knowledge on Windows 7, 10, Windows Server 2008, 2012 & Exchange Server etc.
    o Basic understanding in Networking and Server Technology
    o Troubleshooting Thin clients, Desktop, Laptops and other peripheral devices
    o Ability to understand issue, troubleshoot and escalate to right team
    o Remote Administration and Remote Support
    o Knowledge of Microsoft Active Directory User account management
    o Disk Encryption tools like Checkpoint, Safe boot and BitLocker etc.
    o In-depth knowledge of IT Service Management and IT Operations Management tools (e.g. MS System Center / Remedy / ServiceNow, etc)

    Behaviors
    Ability to communicate effectively.
    Ability to take direction from all levels.
    Exhibit a high level of individual initiative and ownership.
    Interpersonal skills
    Passionate, Self-motivated and driven, with keen attention to detail, action-and-results oriented.
    Excellent interpersonal, verbal and written communication skills as well as strong logical, analytical, problem solving skills and reporting skills.
    Able to prioritize and execute tasks in a high-pressure environment.
    Able to present ideas in user-friendly language.
    Experience with in a team-oriented, collaborative environment.


Salary: Not Disclosed by Recruiter

Industry: IT-Software, Software Services

Functional Area: IT Software - Application Programming , Maintenance

Role Category:Admin/Maintenance/Security/Datawarehousing

Role:Technical Support Engineer

Employment Type: Permanent Job, Full Time

Keyskills

Company Profile:

Berkadia Services India Pvt. Ltd.

Berkadia, a joint venture of “Berkshire Hathaway” and “Leucadia National Corporation”, is an industry leading
commercial real estate company providing comprehensive capital solutions and investment sales advisory and
research services for multifamily and commercial properties.
Berkadia is amongst the largest, highest rated and most respected primary, master and special servicers in the
industry.

As a Freddie Mac Program Plus lender, Fannie Mae DUS® Multifamily Seller/Servicer, insurance company
correspondent, and HUD,MAP and LEAN originator and servicer, Berkadia provides access to capital and flexible,
customized lending and servicing solutions for the acquisition, construction, rehabilitation and refinance of
multifamily and commercial properties.
Berkadia also provides interim and short-term financing through its Proprietary Bridge Lending Program.
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Job Posted by

Priya Ithadi Company Recruiter Berkadia Services India Pvt. Ltd. Hyderabad / Secunderabad

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