Service Desk Engineer
Wiley Global Technology (Private) Limited
Colombo

Applications are invited for all candidates to fill the Service Desk Engineer Job Opening at Wiley Global Technology (Private) Limited
Closing Date : 27/05/2021
 
How you will make an impact:

• Provide initial support and diagnostics (24 x 7 roster basis) for desktop systems and software and peripheral equipment (such as printers, scanners, tablets, and mobile devices) in use within Wiley.
• Receive and log requests for support from Wiley colleagues and/or service delivery staff.
• Respond to and manage the status of requests submitted into the Service Desk system.
• Ensure that all requests are dealt with and resolved appropriately, and issues requiring further specialist input are referred to the appropriate support team.
• Ensure that all assigned requests are managed, and issues requiring further specialist input are referred correctly.
• Investigate issues/problems and determine the correct actions to take.
• Provide correct responses to requests for support by means of for example making system modifications, developing workarounds or site-specific enhancements, reconfiguring systems, changing operating procedures, producing additional documentation, or escalating requests to systems development staff or software suppliers
• Ensure all work is carried out and documented in accordance with required standards, policies, and procedures
• Take pro-active corrective action to improve performance and to avoid problems arising
• Research and make recommendations for changes and refinement to processes and procedures
• Acquiring an understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships
• Keeping track of a consistently evolving environment and evolving technologies and procedures. Shares information through regular communication, sharing resources, and contributing to resolving mutual problems
• Diagnose and resolve end-user problems involving networking (TCP/IP, LAN/WAN, DNS, VPN, VLANs, WiFi)

 
We are looking for people who:

• 3+ years of hands-on experience in a similar capacity
• Sound academic background
• Excellent communication skills (Oral and written)
• Ability to build collaborative customer relationships
• Formal training in MS Technologies
• Knowledge and experience on the ITIL Framework
• Knowledge of the Information and Communication Technologies infrastructure (hardware, databases, operating systems, LAN, WAN, etc.)
• Experience in a Development, Networking, or Service Delivery Function
• Good knowledge of Microsoft operating systems and technologies which deliver
• Experience in applications, systems, and services
• Experience in MAC administration and support
• Experience in SCCM administration and support
• Experience in VDI administration and support
• Experience in Windows 7 & 10 support and administration
• Experience in Remote Management tools Bomgar
• Experience in Office 365, Gmail & Gsuite, Email Migrations, and Patching Support

 
APPLY NOW : https://bit.ly/3tZvyZR