Lead Engineer - Application Support 4C

Overview

Lead the Service Desk Technicians in India, supervising the local team while also responding to chats and resolving tickets as a hybrid Service Desk Specialist and Supervisor. Reports to the Manager, IT Service Desk.

What you'll do

• Evaluate the performance of service desk staff, provide feedback, and conduct performance reviews.
• Identify training needs and facilitate professional development opportunities for team members.
• Ensure high levels of customer satisfaction by addressing and resolving customer queries and complaints efficiently.
• With guidance from the Service Desk Manager, develop and implement service desk policies and procedures to improve productivity and service quality.
• Generate reports on service desk performance and present them to upper management.
• Respond to chats as well as tickets entered into the IT Help Desk System.
• Escalate issues to other IT groups as appropriate.
• Assist users with desktop operating systems and application software, including Windows / MacOS, Microsoft Office (Outlook, Word, Excel, PowerPoint), messaging, mobile device support, workstation virus protection, remote desktop, spyware removal utilities, and remote access support (VPN, VPN for RDP and RDS).
• Perform Active Directory user and device administration.
• Support Workday connectivity and navigation, and name change requests.
• Provide teleconference support for Teams and Zoom.
• Provide quotes to obtain approval for computer equipment purchases.
• Provide desktop, laptop and printer hardware support.
• Perform new workstation configurations and setup.
• Provide peripheral support, including local and network printers and mobile device configuration and support.
• Provide limited server and network/router troubleshooting and support.

What you'll need

• Strong leadership, communication, and problem-solving skills.
• Proficiency in IT service management tools.
• Excellent troubleshooting and analytical skills.
• Excellent communication (phone and in person) skills to effectively support end-users.
• Ability to communicate fluently in English, both verbal and written (C2 proficiency required).
• Proficient with Windows desktop/laptop operating systems.
• Proficient with configuration and setup of PCs, printers and mobile devices.
• Working knowledge of Windows network operating system, Active Directory and Azure/Entra.
• Knowledge of MS Office (Outlook, Word, Excel, PowerPoint, Teams).
• Ability to work independently.
• Previous experience in a supervisory or managerial role within an IT service desk environment is typically required.
• High School Diploma required; College Diploma or equivalent experience.

Nice to have

• Continuing education in technology-related courses.

Details

• Location: 1401-G-India, DLF Commercial Building 3, Phase V, Gurugram.
• Job type: Regular; Day shift (India).
• Remote type: Office work.