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Service Desk Engineer IRC206935

Job: IRC206935
Location: India - Bangalore
Designation: Senior Engineer
Experience: 5-10 years
Function: Product Support
Skills: Customer Support, ITIL, System Support
Work Model: Hybrid

Description:

Position Summary:
As our Service Desk Engineer, you will use IT resources to solve business needs with technology solutions and work with end-users and other team members to troubleshoot, investigate, and resolve issues with computer hardware and software. You will also assist the Server Engineering team with internal server environment projects. You will also ensure the operations and maintenance of Client physical facilities including coordinating moves/adds/changes to office and cubicle configurations and serve as a point of contact between Client, third-party vendors and landlords. Your role will require other duties associated with Client facilities operations.

 

In This Role You Will Frequently:
• Build, deliver, set up and support client workstations, using new or existing hardware. Install virus protection, and enable automatic updates using established methods. Set up automatic Windows Updates using established methods.
• Create and Install software packages and workstation images
• Support software products by Microsoft, Adobe, and other vendors, including the Microsoft Office suite of applications. These programs include but are not limited to Word, Excel, PowerPoint, Outlook, Access, Project, Visio, Internet Explorer, and Acrobat
• Manage group policies and active directory
• Assist System Administrators and other technicians in resolving end-user problems with programs, hardware and network connectivity
• Support field personnel with access and company-issued hardware; ship items to new hires and recover items from departing team members.
• Document activities in progress via weekly status reports, incident reports / logs, etc.
• Participate in the formulation of desktop management procedures and policies.
• Assist with and manage special projects and other company efforts.
• Participate in appropriate meetings, seminars and training sessions.

In This Role You Will Occasionally:
• Manage the ticket queue of Facilities requests for the Bangalore site
• Provide seating assignments in coordination with department managers for new hires, internal position changes, and internal moves requested by managers and individuals. Maintain site map updates for seating changes.
• Manage vendor relationships for building services such as water, coffee, and vending services.
• Handle inbound requests from our landlord and coordinate with internal departments to provide responses
• Use landlord’s web-based portals to submit and manage issues and trouble reports. Examples include:
o Reports of repairs or maintenance needed
o Requests for after-hours HVAC services
• Review all invoices for utilities, vending, printing and shipping services for accuracy, and pass to Director of IT and Facilities for approval.
• Maintain security access systems for all locations.
o Key Management
o Badge Access; badge creations, separations, and deactivations for lost badges
o Surveillance Systems; Review all badge access alerts and assess if HR action needs to take place; review video surveillance activity at the time of access to provide guidance to HR for potential action needed.
• Be the established point of contact for business hours and after-hour facility emergencies.

This Job Might Be For You If You Have:
• 3+ years prior technical support or related work experience in an enterprise environment
• ITIL certification highly desired
• Strong customer service skills with an ability to react to customer issues and formulate resolutions quickly
• Excellent analytical and problem solving skills
• Effective prioritization and project management skills
• Demonstrated understanding and adherence to change control processes
• Advanced knowledge of Microsoft technologies in the enterprise, including Microsoft 365
• Experience with Active Directory, configuration, and administration
• Experience with creating / deploying packages and Images in a multi-site environment
• Experience with PowerShell
• General and applied IP network, router, switch, and firewall knowledge
• Experience with physical cabling, understanding of network concepts and operations
• Experience with Microsoft Hyper-V, VMWare products a plus
• Experience with Microsoft Security Patching
• Excellent verbal and written communication skills and a commitment to collaborate with people
• Experience engaging with people across a variety of levels with diverse backgrounds.

Requirements:

Position Summary:
As our Service Desk Engineer, you will use IT resources to solve business needs with technology solutions and work with end-users and other team members to troubleshoot, investigate, and resolve issues with computer hardware and software. You will also assist the Server Engineering team with internal server environment projects. You will also ensure the operations and maintenance of Client physical facilities including coordinating moves/adds/changes to office and cubicle configurations and serve as a point of contact between Client, third-party vendors and landlords. Your role will require other duties associated with Client facilities operations.

 

In This Role You Will Frequently:
• Build, deliver, set up and support client workstations, using new or existing hardware. Install virus protection, and enable automatic updates using established methods. Set up automatic Windows Updates using established methods.
• Create and Install software packages and workstation images
• Support software products by Microsoft, Adobe, and other vendors, including the Microsoft Office suite of applications. These programs include but are not limited to Word, Excel, PowerPoint, Outlook, Access, Project, Visio, Internet Explorer, and Acrobat
• Manage group policies and active directory
• Assist System Administrators and other technicians in resolving end-user problems with programs, hardware and network connectivity
• Support field personnel with access and company-issued hardware; ship items to new hires and recover items from departing team members.
• Document activities in progress via weekly status reports, incident reports / logs, etc.
• Participate in the formulation of desktop management procedures and policies.
• Assist with and manage special projects and other company efforts.
• Participate in appropriate meetings, seminars and training sessions.

In This Role You Will Occasionally:
• Manage the ticket queue of Facilities requests for the Bangalore site
• Provide seating assignments in coordination with department managers for new hires, internal position changes, and internal moves requested by managers and individuals. Maintain site map updates for seating changes.
• Manage vendor relationships for building services such as water, coffee, and vending services.
• Handle inbound requests from our landlord and coordinate with internal departments to provide responses
• Use landlord’s web-based portals to submit and manage issues and trouble reports. Examples include:
o Reports of repairs or maintenance needed
o Requests for after-hours HVAC services
• Review all invoices for utilities, vending, printing and shipping services for accuracy, and pass to Director of IT and Facilities for approval.
• Maintain security access systems for all locations.
o Key Management
o Badge Access; badge creations, separations, and deactivations for lost badges
o Surveillance Systems; Review all badge access alerts and assess if HR action needs to take place; review video surveillance activity at the time of access to provide guidance to HR for potential action needed.
• Be the established point of contact for business hours and after-hour facility emergencies.

This Job Might Be For You If You Have:
• 3+ years prior technical support or related work experience in an enterprise environment
• ITIL certification highly desired
• Strong customer service skills with an ability to react to customer issues and formulate resolutions quickly
• Excellent analytical and problem solving skills
• Effective prioritization and project management skills
• Demonstrated understanding and adherence to change control processes
• Advanced knowledge of Microsoft technologies in the enterprise, including Microsoft 365
• Experience with Active Directory, configuration, and administration
• Experience with creating / deploying packages and Images in a multi-site environment
• Experience with PowerShell
• General and applied IP network, router, switch, and firewall knowledge
• Experience with physical cabling, understanding of network concepts and operations
• Experience with Microsoft Hyper-V, VMWare products a plus
• Experience with Microsoft Security Patching
• Excellent verbal and written communication skills and a commitment to collaborate with people
• Experience engaging with people across a variety of levels with diverse backgrounds.


Job Responsibilities:

Position Summary:
As our Service Desk Engineer, you will use IT resources to solve business needs with technology solutions and work with end-users and other team members to troubleshoot, investigate, and resolve issues with computer hardware and software. You will also assist the Server Engineering team with internal server environment projects. You will also ensure the operations and maintenance of Client physical facilities including coordinating moves/adds/changes to office and cubicle configurations and serve as a point of contact between Client, third-party vendors and landlords. Your role will require other duties associated with Client facilities operations.

 

In This Role You Will Frequently:
• Build, deliver, set up and support client workstations, using new or existing hardware. Install virus protection, and enable automatic updates using established methods. Set up automatic Windows Updates using established methods.
• Create and Install software packages and workstation images
• Support software products by Microsoft, Adobe, and other vendors, including the Microsoft Office suite of applications. These programs include but are not limited to Word, Excel, PowerPoint, Outlook, Access, Project, Visio, Internet Explorer, and Acrobat
• Manage group policies and active directory
• Assist System Administrators and other technicians in resolving end-user problems with programs, hardware and network connectivity
• Support field personnel with access and company-issued hardware; ship items to new hires and recover items from departing team members.
• Document activities in progress via weekly status reports, incident reports / logs, etc.
• Participate in the formulation of desktop management procedures and policies.
• Assist with and manage special projects and other company efforts.
• Participate in appropriate meetings, seminars and training sessions.

In This Role You Will Occasionally:
• Manage the ticket queue of Facilities requests for the Bangalore site
• Provide seating assignments in coordination with department managers for new hires, internal position changes, and internal moves requested by managers and individuals. Maintain site map updates for seating changes.
• Manage vendor relationships for building services such as water, coffee, and vending services.
• Handle inbound requests from our landlord and coordinate with internal departments to provide responses
• Use landlord’s web-based portals to submit and manage issues and trouble reports. Examples include:
o Reports of repairs or maintenance needed
o Requests for after-hours HVAC services
• Review all invoices for utilities, vending, printing and shipping services for accuracy, and pass to Director of IT and Facilities for approval.
• Maintain security access systems for all locations.
o Key Management
o Badge Access; badge creations, separations, and deactivations for lost badges
o Surveillance Systems; Review all badge access alerts and assess if HR action needs to take place; review video surveillance activity at the time of access to provide guidance to HR for potential action needed.
• Be the established point of contact for business hours and after-hour facility emergencies.

This Job Might Be For You If You Have:
• 3+ years prior technical support or related work experience in an enterprise environment
• ITIL certification highly desired
• Strong customer service skills with an ability to react to customer issues and formulate resolutions quickly
• Excellent analytical and problem solving skills
• Effective prioritization and project management skills
• Demonstrated understanding and adherence to change control processes
• Advanced knowledge of Microsoft technologies in the enterprise, including Microsoft 365
• Experience with Active Directory, configuration, and administration
• Experience with creating / deploying packages and Images in a multi-site environment
• Experience with PowerShell
• General and applied IP network, router, switch, and firewall knowledge
• Experience with physical cabling, understanding of network concepts and operations
• Experience with Microsoft Hyper-V, VMWare products a plus
• Experience with Microsoft Security Patching
• Excellent verbal and written communication skills and a commitment to collaborate with people
• Experience engaging with people across a variety of levels with diverse backgrounds.


What We Offer

Exciting Projects: We focus on industries like High-Tech, communication, media, healthcare, retail and telecom. Our customer list is full of fantastic global brands and leaders who love what we build for them.

Collaborative Environment: You Can expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment — or even abroad in one of our global centers or client facilities!

Work-Life Balance: GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules, opportunities to work from home, and paid time off and holidays.

Professional Development: Our dedicated Learning & Development team regularly organizes Communication skills training(GL Vantage, Toast Master),Stress Management program, professional certifications, and technical and soft skill trainings.

Excellent Benefits: We provide our employees with competitive salaries, family medical insurance, Group Term Life Insurance, Group Personal Accident Insurance , NPS(National Pension Scheme ), Periodic health awareness program, extended maternity leave, annual performance bonuses, and referral bonuses.

Fun Perks: We want you to love where you work, which is why we host sports events, cultural activities, offer food on subsidies rates, Corporate parties. Our vibrant offices also include dedicated GL Zones, rooftop decks and GL Club where you can drink coffee or tea with your colleagues over a game of table and offer discounts for popular stores and restaurants!

About GlobalLogic

GlobalLogic is a leader in digital engineering. We help brands across the globe design and build innovative products, platforms, and digital experiences for the modern world. By integrating experience design, complex engineering, and data expertise—we help our clients imagine what’s possible, and accelerate their transition into tomorrow’s digital businesses. Headquartered in Silicon Valley, GlobalLogic operates design studios and engineering centers around the world, extending our deep expertise to customers in the automotive, communications, financial services, healthcare and life sciences, manufacturing, media and entertainment, semiconductor, and technology industries. GlobalLogic is a Hitachi Group Company operating under Hitachi, Ltd. (TSE: 6501) which contributes to a sustainable society with a higher quality of life by driving innovation through data and technology as the Social Innovation Business.

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