About the job

JOB TITLE: Service Desk Engineer

Summary

As a Service Desk Engineer, you will play a key role in assisting Arete’s efforts to support a team that provides complex digital forensic and information security support to clients. In this capacity, you will be responsible to demonstrate excellent technical skills, proficiency with IT Service Desk Management in monitoring and maintaining AWS, AZ Cloud Infrastructures and O365 Administration/AAD, Management of Virtual Machines, and on-prem environment, etc., while addressing the employees’ needs. You will be involved and exposed to the design, implementation, and support of Microsoft solutions, integration of enterprise servers, storage, networks, and virtualization components, and will be able to exhibit strong project management and communication skills.

You will work closely with a spectacular team of IT Service Desk Team who monitor and maintain multiple infrastructures of AWS and Azure cloud. You will be exposed to various ticketing systems such as Connectwise Manage, and FreshDesk. You will be exposed to Enterprise Risk Management, SOC2, and ISO27001 policies, and procedures and will be responsible to support the team in ensuring the Organizational Compliance activities through documentation, evidence collection, and suggestions for improvements in any areas within the domain.

There is a significant opportunity for growth in this role, given Arete’s Corporate Culture and exposure. A suitable candidate gets to work on various World Class Enterprise Information Systems at Arete. The ideal candidate will have a well-rounded background in IT processes and procedures pertinent to Azure, AWS Cloud Application Architecture, O365 Administration/AAD, Management of Virtual Machines, CISCO Umbrella, etc., and would have worked previously as a Service Desk Engineer/Analyst.

Roles & Responsibilities

• Manage Service Desk Tickets by triaging, troubleshooting, and supporting team members in meeting the SLAs.
• Managing, prioritizing, and documenting incoming tickets.
• Manage Onboarding and Offboarding activities of employees.
• Provide support at O365 Admin/AAD, on-prem Active Directory
• Knowledge of Microsoft Windows Group Policies/Windows Patching
• Knowledge of Virtualization creation and maintenance.
• Work closely with the IT service desk team across geographies, and sometimes in shifts
• Installing and configuring various software(s) and meeting the end-user needs
• Demonstrate capabilities on Windows OS, MDM, Intune, VPN & MAC OS, etc.
• Demonstrate knowledge of IT Asset Management and adhere to procedures in place.
• Troubleshoot hardware and software for laptops, desktops, etc.,
• Demonstrate your capabilities via RDP, Remote Tools, etc.,
• Work on developing security groups - assign user-based security groups, domain security, and business process security for various applications.
• Monitor and control system, and data access methods for a variety of user groups across all Enterprise Applications and create documentation for business continuity.
• Collaborate with various internal and external application teams to support Technical Integrations with other Information Systems.
• Work on setting up dashboards and reports.
• Create new business processes and design business/technical flow diagrams.
• Collaborate with the IT team to support the development of innovative ideas for Arete’s IT Architectural roadmap.
• Basic Knowledge on Commands & Scripting such as PowerShell, Bash & Python scripting

Skills & Experience

• Any formal Technical IT educational background
• Any Bachelor’s Degree in Technology/Engineering/Information Systems
• At least 3+ years of hands-on-experience on AZ, AWS Cloud Applications, O365 AAD, DNS Layers & Email Sandbox environments.
• At least 4+ years of hands-on experience in an In-house Service Desk, IT Help Desk, or IT Support environment.
• Practical experience as a Systems Engineer/ Systems Analyst is a plus.
• Must have worked in any of the roles such as IT Systems Engineer/Analyst, System Administrator, or equivalent role.
• Certification in IT Systems (Engineer, Analyst) is preferable and not mandatory.
• Good verbal and written communication skills
• Ability to simultaneously work on multiple assignments.
• Any Virtualization Certification is a plus.
• Ability to perform detailed work with an elevated level of accuracy and attention to detail.
• Willingness to learn and expand on current IT Technical/business processes.
• Willingness to become cross-skilled in other Information Systems
• Willingness to come into the Hyderabad office on weekdays (Monday – Friday) and sometimes weekends, during normal working hours.
• Willingness to be an overall collaborator and seek feedback from others.

Job Requirements

• Excellent critical thinking skills coupled with problem-solving.
• Excellent team player.
• Excellent personal organization and ability to prioritize and conduct multiple tasks across projects of varying complexities.
• Proven ability to learn and work on recent technologies and methodologies at a faster pace.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities, duties and skills required personnel so classified.

Work Environment

While performing the responsibilities of this position, the work environment characteristics listed below are representative of the environment the employee will encounter: Usual office working conditions. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of this job.

Physical Demands

The only edits made to the section should be regarding travel requirements.

• No physical exertion required.
• Travel within or outside of state.
• Light work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force as frequently as needed to move objects.

Terms of Employment

Salary and benefits shall be paid consistent with Arete salary and benefit policy.

FLSA Overtime Category

Job is exempt from the overtime provisions of the Fair Labor Standards Act.

Declaration

The Arete Incident Response Human Resources Department retains the sole right and discretion to make changes to this job description.

Equal Employment Opportunity

We’re proud to be an equal opportunity employer- and celebrate our employees’ differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.