Senior Servicedesk Engineer - Technical Support and Escalation

Looking for a polished and detail-focused 3+ years experienced Senior Engineer to act as a critical escalation point for the service desk team. This role involves resolving a wide range of technical support queries, from 1st to 3rd line, primarily via email and internal communications through Microsoft Teams. The ideal candidate will have a comprehensive understanding of various technologies including computers/laptops (Windows and Mac), Office 365, infrastructure support, VoIP, Azure, and cloud-related issues. Proficiency in using and managing ticketing systems is essential, as the role requires meticulous logging of notes and time for each client interaction. What's for the Candidate: - Potential travel to Europe depending on projects - Compensation based on your competency and potential - Opportunity to work in a growing London-based MSP - Lean Hierarchy with family-like work culture Job Responsibilities: - Act as the primary escalation point for technical queries ranging from 1st to 3rd line support. - Provide expert-level troubleshooting for issues related to computers/laptops (Windows and Mac), Office 365, infrastructure, VoIP, Azure, and Cloud Technologies. - Efficiently communicate with internal technical team via ticketing system and Microsoft Teams to resolve technical issues. - Maintain detailed records of all interactions, actions, and resolutions in the ticketing system. - Ensure accurate logging of time and notes against each client query. - Collaborate with other IT support teams to ensure a cohesive support experience. - Support junior team members, enhancing their technical skills and knowledge. - Adhere to IT service management standards and best practices. - Follow and assist in improving the existing processes with Senior Management - Networking experience with routers, switches, Cisco Meraki. Mandatory Requirements: - Bachelor's degree in Computer Science, Information Technology, or a related field. - Proven experience in a senior technical support role, handling a wide range of technical queries. - Strong knowledge of Windows and Mac environments, Office 365, Azure, and cloud technologies. - Proficient in using ticketing systems with a strong understanding of service desk operations. Qualities: - Excellent problem-solving skills and attention to detail. - Exceptional communication skills, both written and verbal. - Ability to work independently and manage multiple tasks simultaneously. Eligibility Criteria: - Client Facing Skills - UK and Europe - 3+ years of experience in a senior technical support role - Possesses Laptop/Desktop for working till Probation Period - Willing to work part-time for a growing organisation as per UK shift timing - Residing in Mumbai Device: Azure VDI Environment Thin client / Monitor and Keyboard and mouse provided Job Location: WFH (Remote) from Mumbai location (UK shift, Part-time) Note: For our vision, our Flagship Event 'IAC VISION 2030' would provide employment and career opportunities for millions of job-ready interns, freshers and professionals in our Industry Academia Community (IAC). By submitting your application you confirm that you are a member of IAC or give your consent to add you to the IAC platform as a member of Industry Academia Community. Originally posted on Himalayas