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SERVICE DESK_Senior Engineer Openings in Bangalore at Mindtree

Experience Needed

  • 2 to 5 years of experience in the IT industry with specific focus on customer and End User facing Enterprise Technical Support / Application Support engagements

Key Skills Expected

  • Possess exceptional communication skills and has experience in interacting with customers directly

  • Experience in supporting Business-critical application environments on Windows or Linux

  • Has expertise in leveraging multiple ITSM tools, supporting customers in various ITIL areas and across Apps, Network, OS, DB (SQL) and Monitoring technologies

  • Experience in UNIX/Linux command line interface (shell)

  • Experienced in delivering technical support services for customers across multiple domains

  • Experienced in providing SOP based resolutions and managing escalated tickets where applicable

  • Experienced in creating documentation and performing analysis on shift-left candidates and top volume drivers

  • Has experience in handling initial investigation of critical and high priority tickets

  • Has experience in leading resolution efforts and technical coordination with 3rd parties directly

  • Motivated individuals with the ability to work independently

  • Has Proficiency with PC workstations, basic software, and applications


Service Desk, international voice support,

Role Description

  • Providing 24/7 single point of contact enterprise support for APAC, EMEA and AMER customer in an SLA bound workspace

  • Providing SOP based resolutions and managing escalated tickets where applicable

  • Handling Priority or Key customers on a regular basis and providing technical support

  • Create documentation and perform analysis on shift-left candidates and top volume drivers

  • Lead resolution efforts and coordinate with 3rd parties directly

  • Ensure tickets documentation, categorization and classification are precise

  • Managing entire ticket lifecycle reported across ticketing tool, emails, chat and telephony sources

  • Managing shift-handovers and passing on consistent updates within the team and outside the team

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