Job Description

Summary

Reporting directly to the Service Delivery Lead, the

Internal Customer Experience

Engineer's key role is to support end users in all aspects of IT by providing deskside engineering support.


The ICE Engineer will have a service desk/customer services background, ideally with experience using an ITSM system. The role requires a good knowledge of Microsoft operating systems and services, and basic knowledge of network support.


The role of ICE Engineer involves face-to-face support for users in a deskside capacity, utilizing desktop/network skills to troubleshoot user issues. This includes desk visits, replacing faulty equipment, providing remote hands support in local server rooms, and assisting with day-to-day IT operations onsite in Hyderabad.


Daily troubleshooting and incident management will be performed in coordination with Service Desk analysts and Infrastructure Engineers.


Excellent communication skills are essential, as this role serves as the face of the IT department and represents Technology both internally and externally. The ability to work independently is also important, given the distributed nature of the team.

Main Responsibilities:

Build and deploy computers for staff Support IT/AV equipment Log and manage IT tickets using the IT Service Desk system Troubleshoot and resolve issues related to Windows OS and standard software Resolve issues related to AD, Intune & Exchange Ensure ticket handling aligns with ITIL processes Liaise between users, IT, and third-party vendors Document resolutions for knowledge sharing Perform general IT administrative tasks Collaborating with other IT teams on incidents and projects Contribute to the development and adherence to IT standards and processes Provide technical assistance and first-time resolutions for IT requests Offer remote support in server rooms when needed Assist the Service Desk by handling calls and queries where possible Promote continuous improvement and best practices Act as backup for the Service Delivery Lead when required Please note: This list is not exhaustive. Additional responsibilities may be assigned as needed.

Core Skills:

Provide onsite (and occasional remote) desktop support Take ownership of support tickets, driving resolution Escalate issues to 4th Line Engineers when necessary

Experience Required:

Strong experience with Windows Desktop Operating Systems Microsoft 365 and/or Azure certification (or working towards it) Familiarity with ITIL-based ticketing systems (ITIL Foundation preferred) Proven customer service experience * Some experience in people management is desirable.