Service Desk Engineer

Careers at LTM

Service Desk Engineer

• Job ID: 879393
• 5 - 10 Years
• 1 Opening
• Houston - Texas - USA, Houston - Texas - USA

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Role description

Location:Houston, TX (5 days onsite)

Job Title IT Service Desk Agent

Responsibilities

• First Point of Contact Serve as the initial point of contact for end users seeking technical assistance via phone email or chat
• Remote Troubleshooting Perform remote troubleshooting using diagnostic techniques and relevant questions
• Solution Determination Analyze issues and determine the best solution based on customer details
• Problem Solving Guide customers through problem solving steps
• Escalation Escalate unresolved issues to the appropriate support level
• Documentation Maintain accurate logs of events problems and resolutions
• Feedback Relay customer feedback or suggestions to internal teams
• Improvements Identify process improvements and suggest enhancements

Requirements and Skills

• Experience 5 years in a help desk or customer support role
• Computer Literacy Understanding of computer systems mobile devices and software applications
• ITIL Knowledge Knowledge of ITIL fundamentals ITIL Foundations Preferred
• Communication Excellent communication skills in English
• Customer Centric Customer oriented and patient
• Education BSc BA Computer Science or a relevant field
• 24x7 eyes on glass monitoring and Email s for OnPrem servers physical Virtual Storage Backup and Network devices APs WLCs Circuits Routers Switches Firewalls F5s These events need to be documented and updated in ServiceNow
• Azure infrastructure dashboard monitoring
• Drive SOP based resolution for issues such as Server disk full Disk errors CPU usage errors Memory errors corrupt OS Boot issues NW device updown backup job failures
• Unauthorized change monitoring via config mgmt tool
• Team will be responsible to monitor failed OS patches perform server reboots and escalation to L3
• ServiceNow ticket creation and escalation to L2L3 Team as appropriate
• Initiate MIM for Critical tickets P1s Major Incidents
• Vendor coordination for hardware issues and RMA with vendors Example Cisco VMWare HyperFlex Nimble Acronis
• Coordinate w ISP for circuit issues restoration Example ATT Comcast Verizon Lumen
• has context menu

Note

• Shift timing will be 247 rotational
• No WFHHybrid options need to report client office from Day1

Skills

Mandatory Skills : Jira Service Desk, Servicedesk, Windows Server

Other details

Actual compensation within the range will be dependent upon the individual''s skills, experience, performance and internal equity.

Benefits/perks listed below may vary depending on the nature of your employment with LTIMindtree ("LTIM"):

Benefits and Perks:

• Comprehensive Medical Plan Covering Medical, Dental, Vision
• Short Term and Long-Term Disability Coverage
• 401(k) Plan with Company match
• Life Insurance
• Vacation Time, Sick Leave, Paid Holidays
• Paid Paternity and Maternity Leave

The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.

Disclaimer: The compensation and benefits information provided herein is accurate as of the date of this posting.

LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.

Benefits

Compensation range: $ 60,000.00 to 65,000.00 per year

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About LTM

LTM is an AI-centric global technology services company and the Business Creativity partner to the world's largest and most disruptive enterprises. We bring human insights and intelligent systems together to help clients create greater value at the intersection of technology and domain expertise. Our capabilities span integrated operations, transformation, and business AI - enabling new ways of working, new productivity paradigms, and new roads to value. Together with over 87,000 employees across 40 countries and our global network of partners, LTM - a Larsen & Toubro company - owns business outcomes for our clients, helping them not just outperform the market, but to Outcreate it. Please also note that neither LTM nor any of its authorized recruitment agencies/partners charge any candidate registration fee or any other fees from talent (candidates) towards appearing for an interview or securing employment/internship. Candidates shall be solely responsible for verifying the credentials of any agency/consultant that claims to be working with LTM for recruitment. Please note that anyone who relies on the representations made by fraudulent employment agencies does so at their own risk, and LTM disclaims any liability in case of loss or damage suffered as a consequence of the same. Recruitment Fraud Alert - https://www.ltimindtree.com/recruitment-fraud-alert/

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