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Service Desk Technician

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  • Job
    Full-time
    Junior, Mid & Senior Level
  • Software Engineering
    IT & Cybersecurity
  • Hyderabad
    Remote

Requirements

  • May require a Bachelor’s degree in Computer Science or other technical degree or equivalent experience
  • Must be able to work from 3PM-12AM local India time
  • Participate in an on-call schedule as required
  • Microsoft certification preferred
  • Typically requires 2-5 years of related experience
  • Considered expert in all operational best practices, continuously implements new technology solutions to add operational efficiencies
  • Strong understanding of common IT infrastructure platforms, operating systems, tools, monitoring, and concepts
  • Provides technical leadership to other teams
  • Ensures timely delivery of solutions and ensures team meets SLAs
  • Upgrades technician tools and platforms to the latest levels
  • Extensive experience providing helpdesk and desktop support for Windows computers in an enterprise environment (both phone & desk-side)
  • Ability to provide timely resolution for all end-user requests and root cause analysis for issues
  • Experience administering McAfee Endpoint Encryption
  • Desktop imaging and software packaging skills preferred
  • Hands-on experience with Active Directory, Exchange/Office 365, and Group Policy administration preferred
  • Must be able to create clear and detailed technical documentation
  • Must possess strong communication skills (written and oral) as well as significant customer service skills
  • Ability to work effectively with cross-functional teams
  • Flexible enough to work with different technical skill levels and skillsets
  • Ability to work in a highly dynamic environment
  • Strong analytical and problem-solving skills
  • Analytic skills in a call center environment desired
  • Must be fluent in English

Responsibilities

  • Work closely with internal support groups and external service providers to identify, resolve or coordinate the resolution of Desktop, Laptop, software problems, and issues.
  • Support operational groups across time zones in both India and the US.
  • Proposes new solutions, ideas, tools, and techniques for highly complex problems.
  • Technical mentor to the entire organization.
  • Resolve incident and support requests from MCE team members via multiple channels (voice, tickets, email, and walk-ups/desk side).
  • Supports escalated technical issues from junior team members to solve issues with windows, apple, and mobile devices.
  • May participate in applications beta-testing.
  • Makes recommendations for process improvements and technology changes.
  • Communicate issues and incidents to all levels of the organization as required.
  • Create and maintain documents and procedures, with direction from management.
  • Engineer, implement and monitor security measures for the protection of computer systems, networks, and information.
  • Prepare and document standard operating procedures and protocols.
  • Develop technical solutions and new security tools to help mitigate security vulnerabilities and automate repeatable tasks.
  • Ensure that the company knows as much as possible, as quickly as possible about a security incident.
  • Write comprehensive reports including assessment-based findings, outcomes, and propositions for further system security enhancement.

FAQs

Do we support remote work?

Yes, we support remote work but in a hybrid format.

What are the working hours for this position?

The working hours for this position are from 3 PM to 12 AM local India time.

Is a Bachelor's degree required for this position?

A Bachelor's degree in Computer Science or a related technical field is preferred, but equivalent experience may also be considered.

What type of certifications are preferred for this role?

Microsoft certification is preferred for this role.

What experience is required for this position?

Typically, 2-5 years of related experience is required.

Will the technician need to participate in an on-call schedule?

Yes, participation in an on-call schedule is required as needed.

What types of technical problems will the Service Desk Technician handle?

The technician will handle desktop, laptop, and software issues as well as provide support for common IT infrastructure platforms.

Is experience with McAfee Endpoint Encryption necessary?

Experience administering McAfee Endpoint Encryption is preferred but not necessarily required.

What communication skills are important for this role?

Strong written and oral communication skills, as well as significant customer service skills, are essential for this role.

Will the technician work with a specific time-zone?

Yes, the technician will work closely with operational groups across time zones, specifically in India and the US.

Is there a requirement for creating documentation in this role?

Yes, the technician must be able to create clear and detailed technical documentation.

What qualities is Experian looking for in an applicant?

Experian is looking for individuals with strong analytical and problem-solving skills, flexibility to work with different technical skill levels, and the ability to thrive in a dynamic environment.

Is experience in a call center environment desired?

Yes, analytic skills in a call center environment are desired.

What is the company's stance on diversity and inclusion?

Experian is committed to being an Equal Opportunity and Affirmative Action employer, celebrating diversity and fostering an inclusive workplace.

We're unlocking the power of data to help create a better tomorrow.

Technology
Industry
10,001+
Employees
1980
Founded Year

Mission & Purpose

Experian unlocks the power of data to create opportunities for consumers, businesses and society. During life’s big moments – from buying a home or car, to sending a child to college, to growing a business exponentially by connecting it with new customers – we empower consumers and our clients to manage data with confidence so they can maximize every opportunity. We gather, analyse and process data in ways others can’t. We help individuals take financial control and access financial services, businesses make smarter decision and thrive, lenders lend more responsibly, and organizations prevent identity fraud and crime. For more than 125 years, we’ve helped consumers and clients prosper, and economies and communities flourish – and we’re not done. Our 20,600 people in 43 countries believe the possibilities for you, and our world, are growing. We’re investing in new technologies, talented people and innovation so we can help create a better tomorrow. About Experian: Bringing data to life requires creativity, passion, flexibility and expertise. We want you to share in our success. That's why we offer rewards that recognise great performance. Working in a culture of collaboration, achievement and respect we will give you the support and encouragement you need to develop your skills and talents and progress your career. Everyday our people bring enthusiasm, innovation and inspiration to work and if this sounds like you connect with us at Experian.

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