Lead Service Operations Engineer

About the role

We are looking for a highly skilled and customer-focused Tier 1.5 Support Engineer to join our team. The Tier 1.5 Engineer is responsible for handling advanced support issues, resolving escalated technical problems, and serving as the point of contact between Tier 1 support and specialized IT teams. This role requires strong troubleshooting capabilities, excellent communication, and a deep understanding of IT infrastructure and end-user technologies

What you'll do

• Professionally represents the ‘Face and Voice of IT’ in difficult situations, consistently strives to listen, understand
• Anticipates problems and takes corrective action prior to completing the task
• Sets challenging objectives and works against self-defined standards of excellence to continually improve personal performance
• Actively seeks constructive feedback and remains open and receptive to it
• Anticipates the information needs of others

What you need

• 5–8 yrs of experience
• SQL
• Excel
• Power BI
• Active Directory
• Office 365
• ITIL
• B.Tech or B.E.

Good to have

• ServiceNow
• Root cause analysis