Service Desk Engineer

**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 acro