Job Description

Company Name: VARITE India Private Limited
About The Client:
A data management and cloud services company headquartered in the United States specializes in simplifying backup, recovery, and data protection processes. The firm offers a cloud-based platform integrating backup, instant recovery, archival, search, and analytics functions. Known for its innovative data management approach, the company caters to organizations seeking efficient and scalable solutions.
About The Job:

• The Service Desk Engineer role reports into the IT Manager Corp IT and is responsible for the end user facing set of services and forms part of the onsite
• management team.
• The role is focused on delivering the onsite desktop managed service outcomes including Tech-lounge, ticketing system, emails and slack channels and is responsible for customer engagement, reporting escalations and proactive continuous improvement

Essential Job Functions:

• Act as a single point of contact for phone calls and tickets from staff regarding IT issues and queries
• Receiving, logging and managing calls from internal staff via ticketing system, direct walkins, slack and email.
• Maintaining an Asset Database and track changes
• 1st and 2nd line support - troubleshooting of IT related problems from in-house Network, software to hardware, such as Laptops, PCs and Printers
• Escalate unresolved calls to the concerned support team
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Publishing support documentation to assist staff with requests for information.
• Basic User Access Management knowledge. Creating user accounts, reset passwords, create groups etc.
• To arrange for external technical support where problems cannot be resolved in house
• May be required to work a flexible schedule, including nights, weekends and holidays.

Qualifications:

• Bachelors degree or equivalent work experience in Computer Science or Engineering
• 3 5 years experience with end-user IT support including desktops, laptops, and mobile devices
• Advanced working knowledge of AV equipment and devices including web technologies, communications protocols, and a demonstrated ability to troubleshoot complex technical problems
• Strong analytical, problem-solving, and organizational skills
• Must possess outstanding communications skills
• Experience and demonstrated ability in conflict resolution and customer service techniques
• Working knowledge of Windows OS (Version 10), Mac OS a must.
• Outstanding MS Outlook, MS Word, PowerPoint, and Excel skills
• Working knowledge of IAM tools like Okta, Endpoint tools (JAMF, Intune or WS one)
• Collaboration tools like Slack, Teams and AV tools such as Zoom.
• Broad knowledge of networking concepts
• Ability to handle multiple projects and deadlines
• Basic User & Security Group Access Management administration
• Incident Management experience Managing incidents including business expectations and communication
• Should have OS knowledge on installation, configuration, troubleshooting on Windows, Mac OS, Unix.
• Should have basic knowledge on Cloud Infrastructure, SAAS based applications.

How to Apply: Interested candidates are encouraged to respond/submit their updated resumes, and for additional job opportunities, please visit
Unlock Rewards: Refer Candidates and Earn.
If you're not available or interested in this opportunity, please pass this along to anyone in your network who might be a good fit and interested in our open positions. VARITE offers a Candidate Referral program, where you'll receive a one-time referral bonus based on the following scale if the preferred candidate completes a three-month assignment with VARITE.
Experience Level Bonus Referral: 0-2 years INR 5,000
2-6 years INR 7,500
6+ years INR 10,000
About VARITE: VARITE is a global staffing and IT consulting company providing technical consulting and team augmentation services to Fortune 500 Companies in USA, UK, CANADA and INDIA. VARITE is currently a primary and direct vendor to the leading corporations in the verticals of Networking, Cloud Infrastructure, Hardware and Software, Digital Marketing and Media Solutions, Clinical Diagnostics, Utilities, Gaming and Entertainment, and Financial Services.
Equal Opportunity Employer:
VARITE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, veteran status, or disability status

Skills Required