Kent PLC Hiring for IT Onsite Engineer at Mumbai, Maharashtra Full Time

Our values: 
At Kent, we are driven by the energy within every member of our 10,000-strong team. Whatever our skill, our language, or our culture. We employ and empower the best and let them make decisions. Our values define and drive us every day to be the very best – for ourselves, our clients, our key stakeholders, the communities we operate in and the planet. 

Our vision for Diversity, Inclusion and Belonging: 
We recognize that diversity & inclusion are catalysts for success. We’re heightening awareness on the benefits of people diversity, diversity of experiences and diversity of our perspectives. Creating a culture of inclusivity where all employees feel a sense of belonging.  
Our combined energy is fueled by different nationalities, across 6 continents and 24 countries. Our commitment is to celebrate character – no matter what ethnic background, gender, age, religion, identity, or disability.  

About the job: Workplace IT Engineer
The Modern Workplace Engineer, reporting to Regional IT Manager – APAC, provides support to Kent employees with a key focus on customer service (internal users). The MWE will deliver timely, accurate and professional support to employees by responding to their queries and resolving their issues. In a fun and fast-paced environment, this position requires online and phone communication, providing them with effective solutions.
This role demands flexibility depending on the work load status. The company utilizes many cloud services, so an appreciation of cloud computing concepts is important. The role will have to follow ITIL and ITSM practices including responding to incidents and service requests. The candidate is expected to be:

• Strong and solid IT Support / Service Desk  experience, password reset, helpdesk role providing IT related service to end users on a variety of issues. Identifies, researches, and resolves technical problems.
• Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) and Operating Level Agreement (OLA) time frames, KPI’s (key performance index), meeting or exceeding customer’s requirements and expectations. Customer complaints are fully addressed and escalated when required
• Incidents and Service Requests are managed effectively; ensuring information is captured in the IT Service Management Tool for future reference and analysis, in line with ITIL principles.
• Contribute to the effective management of assets. All movement and acquisition of assets are tracked in the Asset Management Tool for compliance and audits.
• Consistently demonstrating clear and polite written and verbal communication skills alongside being comfortable in an end-user facing technical role requiring solid technical capability.
• Thoroughly investigating end-users issues, interacting with internal teams, as well as external 3rd parties and escalating the cases appropriately as and when needed.
• Actively seeking solutions to end-user needs, communicating trends to management, and suggesting innovative solutions on behalf of the end-user.
• Demonstrating appropriate sense of urgency for response time and service levels.
• Creating and maintaining FAQ documents as needed to be uploaded on the centralize Knowledge Base.
• Identifying, troubleshooting, and resolving end user facing IT issues, document problems and solutions.
• Participating in workgroups, voice of the customer and continuous improvement projects.
• Providing end-user service through phone, e-mail and/or face-to-face meetings.
• Tracking outbound and inbound communication (phone, email and chat support).

Other responsibilities may include but not limited to:   

• Installs and test desktop software applications and internet browsers.
• Tests computers to ensure proper functioning of computer systems.
• Extends computer support for systems’ software and hardware.
• Resolves escalated tickets from Kent’s main ITSM (IT Service Management) ticketing tool.
• Achieves specified performance goals.
• Oversees and update assigned support service requests.
• Handles daily technical support activities on desktop and application support.
• Setup desktop computers and peripherals physically and test network connections. May require some physical hardware lifting and organizational skills.
• Assists end users in providing L1-L2 support related to computer hardware, software and business applications.
• Strong adherence to policies as per corporate manuals, standards and directives.
• Setup computers and install software for various applications and programs.
• Interacts with staff on desktop problems and their resolution.
• Networks and connect computers within organization to better communication.
• Orders or buy computer systems, peripherals, software/application, and technology related requirements and liaise with purchase and supplies department.
• Maintains computer peripheral devices like printers and resolve associated problems.
• Warranty, maintenance agreement & contract management for all of technology owned hardware, systems etc.

• Facilitate ad-hoc requests (SIM card request and subscription, Telco related, travel to other locations where Kent operates for support, etc.)
• Log in to servers and assure that there were to error messages.
• Checks ticket queue to assure proper response to tickets.
• Checks events or automated alerts that can pose operational impact to business and log on the ITSM tool.
• Other programming and documentation projects as required.
• Other duties as assigned and modified at manager’s discretion.

Your knowledge/skills, education, and experience:  Qualification/ Certification:

• 6+ years of experience in IT Help Desk / Service Desk role

• 5-10 years of experience in IT Infrastructure and IT Service Delivery
• Bachelor of Science in Computer Science or Equivalent
• ITIL v3/4 Foundation
• MCDST (Microsoft Certified Desktop Support Technician)
• MCP (Microsoft Certified Professional)
• Microsoft Certified: Azure Solutions Architect Expert
• Microsoft Certified: Azure Security Engineer Associate
• MS-101: Microsoft 365 Mobility and Security
• Other relevant certifications

Skills Requirement:

• Valid driving license is desirable
• Must be fluent in English (fluency in other local language where Kent operates will be an advantage)
• Must be a team-player, should have ability to work in a team-oriented, collaborative environment
• Strong problem-solving skills and positive attitude to complete given tasks & problems

• Should be able to design/architect Infrastructure solutions.
• Must have Level 3 skills on Windows Servers, Active Directory, Microsoft Exchange, SCCM, Endpoint Manager.
• Hands on Datacenter operations (Physical servers and Storage)
• In depth knowledge on Microsoft 365, Azure IAAS sizing and estimation, Azure Active Directory and WVD/VDI
• Understanding on Modern Workplace Solutions
• Support business critical array of applications availability and maintenance.
• Good knowledge on networking concepts
• Should be able to recover services from a disaster scenario.
• SharePoint Online, Data classification and leakage Protection
• Microsoft Defender Advance Threat Protection
• Appreciation on RPA and PowerApps
• Project management skills
• Must be a team-player, should have ability to work in a team-oriented, collaborative environment.
• Strong problem-solving skills and positive attitude to complete given tasks & problems

 Mandatory Technical Skills 

• Windows Servers, Active Directory, Microsoft Exchange, SCCM, Intune Endpoint Manager.
• Microsoft 365, Azure IAAS sizing and estimation, Azure Active Directory and WVD/VDI
• SharePoint Online, Data classification and leakage Protection
• Physical servers and Storage
• Strong Infrastructure (L1-L2 support and configuration) support expertise and exposure (systems, network, user end computing devices)
• Business Applications (L1-L2 configuration & support)
• Windows Operating systems
• Understanding of Cloud Technologies
• Ofice365 (Teams, Sharepoint, MS Office Suite)
• Active Directory, Exchange Online/On-Premise
• IT Ticketing Systems (IT Service Management – ITSM Tool) based on ITIL v3 framework.
• Computer, Printer, IT Peripherals, Smart Devices (smartphone, tablet etc.)  

 Communication:

• Must be fluent in English
• Must be a team-player, should have ability to work in a team-oriented, collaborative environment
• Strong problem-solving skills and positive attitude to complete given tasks & problems
• Should be able to travel to regional offices across the globe.

  Core Competencies:

• Leadership – The ability to motivate others to achieve personal and organisational goals. The ability to take a role as leader of a team or other group. It implies a commitment to lead others and help to develop and motivate the performance of others individually or in a team capacity.
• Communication – The ability to listen, explain, persuade, convince and influence others by expressing views effectively, appropriately and accurately. The ability to persuade and convince others to take actions and to clearly identify and understand situations and then respond appropriately. Clearly conveying information and ideas to individuals or groups in a manner that helps them understand and retain the message.      
• Project Planning – Accurately scopes out length and difficulty of tasks and projects; develops schedules and task /people assignments; anticipates and adjusts for problems and roadblocks; measures performance against goals; evaluates results.
• Organising – Can muster resources (people, funding, material, support) to get things done; can orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information and files in a useful manner.
• Decision Making– The ability to make decisions quickly and accurately with incomplete information and under tight deadlines and pressure.  Taking logical and reasoned decisions.  Sought out by others for advice and solutions.
• Managing Others – Ability to lead others in a vigorous and positive way; Is good at establishing clear directions; sets stretching objectives; distributes the work load approximately; lays out work in a well-planned and organised manner; maintains two way dialogue with others on work and results; bring out the best in people is a clear communicator.
• Teamwork – The ability to work with and support others as part of a team, build maintain relationships, enabling the promotion of information sharing, achievement of goals, as well as enabling effective handling of disagreement and conflict, the ability to work in teams and place team goals above individual interests.  Facilitating sharing of ideas, information and responsibilities. Supporting and leading the team towards achieving a common goal.
• Problem Solving – Identifying problems by conducting logical, factual and clearly reasoned analysis.  Understanding problems by breaking them into smaller parts and identifying risk-return implications in a systematic way.  Making logical comparisons of possible outcomes and coming up with the best possible solutions to problems.
• Negotiating – Can negotiate skillfully in tough situations with both internal and external group; can settle differences with minimal noise; can win concessions without damaging relationships, can be direct and forceful as well as diplomatic; gains trust quickly of other parties to the negotiations; has good sense of timing.