Senior Engineer, Digital Workplaces

About Brillio: Brillio is the partner of choice for many Fortune 1000 companies seeking to turn disruption into a competitive advantage through innovative digital adoption. Backed by Bain Capital, Brillio is one of the fastest growing digital technology service providers. We help clients harness the transformative potential of the four superpowers of technology - cloud computing, internet of things (IoT), artificial intelligence (AI), and mobility. Born digital in 2014, we apply Customer Experience Solutions, Data Analytics and AI, Digital Infrastructure and Security, and Platform and Product Engineering expertise to help clients quickly innovate for growth, create digital products, build service platforms, and drive smarter, data-driven performance. With delivery locations across United States, Romania, Canada, Mexico, and India, our growing global workforce of over 6,000 Brillians blends the latest technology and design thinking with digital fluency to solve complex business problems and drive competitive differentiation for our clients. Brillio was awarded ‘Great Place to Work’ in 2021 and 2022

Work Location : Bangalore

Experience : 3 to 6 Years

Job Description -

• Be ready to operate in a 24x7x365 support environment • Highly adaptable, ready for near constant changes in support procedures • Act as a single point of contact for phone calls, web tickets, emails from customers regarding IT issues and requests. Receiving, logging, and managing calls from internal staff via telephone and email • Should be fluent in English. Capable to handle phone calls (inbound and outbound) with upright vocabulary skills • 1st line support troubleshooting of IT related problems from inhouse software to hardware, such as Laptops, PCs and Printers • Troubleshoot basic network issues Escalate unresolved tickets to the infrastructure support team Log all tickets in the Service Desk ticket Logging system (Kaseya) • Providing remote desktop support and resolve the issues • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner • To maintain a high degree of customer service for all support queries and adhere to all service management principles • Creating user accounts, reset passwords, create groups etc. • AD account management and provision to arrange for external technical support where problems cannot be resolved in house Qualifications • ITIL qualification is must • MCP certification would be desirable Requirements Excellent communication skills and telephone manner • Excellent organizational skills 2 years previous IT Service Desk required Incident Management experience Managing incidents including business expectations and communication Basic User & Security Group Active Directory administration • Strong knowledge of Microsoft based operating systems and troubleshooting O365 within a network environment (permissions, calendar sharing, delegation) • You will be a self-motivated achiever who gains satisfaction from providing excellent customer service