Service Desk Engineer Tier 1/ 1.5 (US Client experience)
full-time•Hyderabad
About this role
Position: Service Desk Engineer L1/ 1.5
Shift: Night (PST)
Job Location: Hyderabad (WFO) Preferred candidates must be from Hyderabad/ South Region
Who We Are: Base8 provides technology and business consulting services to companies throughout the US and Canada. We like to work with businesses that are serious about scaling, risk management, and developing mature processes ones that are looking for a modern, sophisticated, trustworthy, friendly, high-quality (yet still affordable) technology and business partner.
Who You Are: This position will be a Work from Office role and you will be working closely with the team in the United States through video chat, instant messaging, e-mail, phone, and through our software. It is important that you have excellent communication skills in English, both written and oral. We are a fast-paced company that is expanding rapidly and we are seeking team members who will share our vision for the future and work collaboratively in order to accomplish Base8's goals. We pride ourselves on providing superior service to our clients, which includes having attention to detail, following the processes in place, and being able to adapt to a variety of situations.
As a Service Desk Specialist, your primary duties and responsibilities include the following. Other duties may be assigned.
Skills required:
Who We Are: Base8 provides technology and business consulting services to companies throughout the US and Canada. We like to work with businesses that are serious about scaling, risk management, and developing mature processes ones that are looking for a modern, sophisticated, trustworthy, friendly, high-quality (yet still affordable) technology and business partner.
Who You Are: This position will be a Work from Office role and you will be working closely with the team in the United States through video chat, instant messaging, e-mail, phone, and through our software. It is important that you have excellent communication skills in English, both written and oral. We are a fast-paced company that is expanding rapidly and we are seeking team members who will share our vision for the future and work collaboratively in order to accomplish Base8's goals. We pride ourselves on providing superior service to our clients, which includes having attention to detail, following the processes in place, and being able to adapt to a variety of situations.
As a Service Desk Specialist, your primary duties and responsibilities include the following. Other duties may be assigned.
- Record all actions, conversations, and work was undertaken in the IT Service Management Tool (Service now) Within Service now, use the knowledge base for known errors, and work around to aid diagnosis or resolution.
- Proficient with customer support issues dealing with mobile device activations, advanced troubleshooting, customer orders through portals
- Primarily assists with more complex issues or with customers with unique processes
- Solid understanding of contractual goals and Service Level Agreements (SLAs)
- Ability to manage both online (phone support) and offline (email support) and manage their time between the two efficiently
- Fully competent in mobile technology proven through testing, performance, quality, technical ability, efficiency, and system knowledge
- Learning more advanced troubleshooting skills and techniques
- May work on clients with unique requirements
- Resolve/fulfill incoming Service Desk incidents and requests from internal staff
- Provide IT support for many technologies (mostly Microsoft) to a wide user base
- Handling incoming telephone calls, emails, and self-service tickets in a customer-friendly and professional manner
Skills required:
- 2-3 years of work experience as a Service Desk Analyst in a Service Desk environment.
- Excellent communication skills (must)
- Must have worked with US/UK/Canadian/ Australian clients.
- Flexible to work in night shifts
- Graduate or equivalent qualification ideally in an IT-related discipline.
- Experience in Windows, AD, 0365, etc.
- Active Directory, Outlook troubleshooting, Network troubleshooting, Windows Troubleshooting
- Knowledge of ITIL Service Management best practices.
- Professional IT Certifications, such as Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP
Location
Hyderabad, Telangana
Department
HR
Employment Type
Active
Minimum Experience
Mid-level
What you'll do
- As a Service Desk Specialist, you will record all actions and resolve incoming Service Desk incidents and requests. You will assist with complex issues and provide IT support for various technologies.
About Base8 Inc
Base8 is the parent company of XOverture and Cure8
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Frequently Asked Questions
What does a Service Desk Engineer Tier 1/ 1.5 (US Client experience) do at Base8 Inc?
As a Service Desk Engineer Tier 1/ 1.5 (US Client experience) at Base8 Inc, you will: as a Service Desk Specialist, you will record all actions and resolve incoming Service Desk incidents and requests. You will assist with complex issues and provide IT support for various technologies..
Is the Service Desk Engineer Tier 1/ 1.5 (US Client experience) position at Base8 Inc remote?
The Service Desk Engineer Tier 1/ 1.5 (US Client experience) position at Base8 Inc is based in Hyderabad, India. Contact the company through Clera for specific work arrangement details.
How do I apply for the Service Desk Engineer Tier 1/ 1.5 (US Client experience) position at Base8 Inc?
You can apply for the Service Desk Engineer Tier 1/ 1.5 (US Client experience) position at Base8 Incdirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.