Senior Engineer - Desk Side Services, AMT Asset Management Software

Job Summary

Responsible for providing first-level IT support, ensuring timely resolution of incidents and service requests, and maintaining high customer satisfaction. Acts as the primary point of contact for end users.

Key Responsibilities

Handle incident management and service requests via calls, emails, and tickets Provide first-level technical support for hardware, software, and network issues Log, track, and resolve tickets using ITSM tools (e.g., Service Now, Remedy) Ensure adherence to SLAs, KPIs, and ITIL processes Escalate unresolved issues to L2/L3 teams Monitor ticket queues and drive timely resolution Maintain documentation and knowledge base articles Perform user communication and status updates Conduct root cause analysis (basic) for recurring incidents Support shift operations / 24x7 environment

Skill Requirements

Knowledge of ITIL framework (Incident, Problem, Change Management) Familiarity with Windows OS, MS Office, basic networking Experience with ITSM tools Strong communication and customer handling skills Ability to troubleshoot and prioritize issues

Other Requirements

2–5 years (Analyst) Experience in IT support / service desk environment