Description
We are seeking a skilled and proactive L1/L2 Desktop Support Engineer to join our team. The ideal candidate will play a critical role in providing technical support, managing change requests (CR), and ensuring efficient patching processes for systems and software. The role requires someone with a strong attention to detail, excellent problem-solving skills, and the ability to handle multiple tasks in a fast-paced environment. This is a 24/7 shift-based role, including weekends, with rotational shifts.
Responsibilities
CR Creation:
- Create and manage change requests (CR) by gathering detailed information from multiple sources.
- Follow up with users to collect any missing information required for CR submission.
- Validate CRs before submission to ensure all necessary data is included.
- Coordinate with stakeholders for CR approval and amendments based on user requests.
- Close CRs upon successful implementation.
Patching:
- Perform User Acceptance Testing (UAT) and production patching according to established SOPs.
- Prepare for patching by ensuring pre-patching checks are completed.
- Follow up on the change request to ensure only listed servers and components are patched.
- Get user confirmation before proceeding with further steps in the patching process.
- Report any errors or issues to the technical team for resolution.
- Follow up with users on verification and testing signoff after patching.
Shift Work:
- Work in rotating shifts, including weekends and occasional overnight shifts for UAT and other required activities.
- Patching work will be performed in a dedicated patching room at the office.
Skills and Qualifications
- 1-2 years of experience in L1/L2 Desktop Support roles.
- Proficiency in desktop support for Windows and other operating systems.
- Knowledge of patching tools and systems.
- Familiarity with IT service management tools and processes.
- Strong attention to detail and ability to manage multiple tasks.
- Excellent communication and interpersonal skills to interact with users and technical teams.
- Ability to work effectively under pressure and within strict deadlines.
- Must be willing to work in rotating shifts (9am-6pm, 1pm-10pm, 9pm-6am), including occasional overnight shifts and weekend work as required.
- The ideal candidate will have strong troubleshooting skills, experience with patch management, and a proactive attitude toward resolving technical issues. They should be adaptable to a fast-paced environment, eager to learn, and ready to collaborate with cross-functional teams to ensure smooth operations.
