Helpdesk Engineer

POSITION TITLE

India- Remote

Why Us

NewRocket is a ServiceNow Global Elite Partner, delivering solutions that revolutionize the world of work.  We are a leading global technology strategy, design, and enterprise operations partner to public and private sector clients.  We work with some of the world’s biggest brands, bridging the gap between what customers expect and what their technology can deliver.  We are “Raising the Bar” in delivering technology’s promise to create new kinds of experiences for our customers. 

Why You

NewRocket is seeking a Senior IT Support / Helpdesk Support Technician, for our IT department in India.  The ideal candidate will have experiencing explaining solutions to complex problems and will thrive on helping our employees in all their IT Needs.

The Role

• Manage and resolve all Help Desk tickets in ServiceNOW ITSM Portal (i.e., requests & incidents) according to assigned SLA’s
• Develop ITSM related Knowledge Base articles as required
• Provide mentoring and support/oversite to junior Helpdesk Support Technicians
• Manage/Log and Follow up on Help Desk tickets in a timely manner to ensure compliance with SLA’s and OLA’s.
• Manage all assets via Asset Management service in ServiceNOW Hardware Asset Management.
• Respond to customer issues via phone, email, and computer chat during assigned business hours.
• Document all customer interactions via the ITSM Ticketing System where appropriate
• Run hardware/software diagnostics on company assets to resolve customer reported issues
• Escalate issues depending on the level of difficulty to management

What You Will Be Doing

• Install, make changes, and repair computer hardware and software on company assets.
• Follow-up with employees to ensure issues are resolved
• Troubleshoot software problems, email issues, password resets, malware infections, memory conflicts, configuration issues, etc.
• Diagnose, troubleshoot, and resolve client issues with hardware and software on company owned assets including, Windows, MacOS, Office 365 and mail related items.
• Experience with Windows Server would be a plus
• Handles several tasks simultaneously (i.e.: troubleshoots and develops internal network, responds to emergencies).
• Communicates with the Manager of IT for all events that are not anticipated (new product requirements, equipment failure, design changes, schedule changes).
• Responds to all customers professionally and courteously and relays any customer questions or concerns to the manager.
• Works with Vendors/Suppliers/Couriers as required to support IT initiatives.
• Supports and conducts self in a manner consistent with customer service expectations.
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What You Bring Along

• Bachelor’s degree or equivalent experience
• Understanding of ITIL v3/v4 best practices and concepts
• Capable of resolving critical issues in a time sensitive manner, cognizant of requisite service levels.
• Experience with Windows
• Experience with tools such as spam filters, antivirus/EDR, email backup and email archivers.
• Experience with Office 365 and Azure.
• Experience troubleshooting email related issues
• Must have the ability to handle multiple tasks and priorities
• Must have strong interpersonal communication and team-based skills
• Must have strong documentation skills
• Must have exceptional oral and written communication skills
• Critical attention to detail and solid creative problem-solving skills.
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We Take Care of Our People

NewRocket is committed to a diverse and inclusive workplace.  We value and celebrate diversity, believing that every employee matters and should be respected and heard.   We are proud to be an equal opportunity workplace and affirmative action employer, committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin, or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, citizenship, military, or Veteran status. For individuals with disabilities who would like to request an accommodation, please contact  hr.in@newrocket.com.