Service Desk Engineer

About Us

Aeries Technology is a Nasdaq listed global professional services and consulting partner, headquartered in Mumbai, India, with centers in the USA, Mexico, Singapore, and Dubai. We provide mid-size technology companies with the right mix of deep vertical specialty, functional expertise, and the right systems & solutions to scale, optimize and transform their business operations with unique customized engagement models. Aeries is Great Place to Work certified by GPTW India, reflecting our commitment to fostering a positive and inclusive workplace culture for our employees. Read about us at https://aeriestechnology.com

About Business Unit

"Constant Contact is a technology product company, headquartered in Waltham, Massachusetts, United States. We are one of the top 2 providers of email marketing, social media marketing, event marketing, and online survey tools. We support 0.5 million SMBs to grow their businesses by building stronger relationships with their customers, with a wide range of intuitive marketing applications designed to help small businesses and nonprofits expand their customer bases and nurture relationships. Read about us at https://www.constantcontact.com/about In 2021, Constant Contact partnered with Aeries to set up its GTC with an aim of consolidating the former’s global operations in Bengaluru (Bangalore), India; with teams set up in the areas of IT, Engineering, Customer Support, and other General and Administrative functions. The GTC is a dedicated center, focused on providing best practices, research, support, and training for specific business functions." Big Reasons to Support Small - https://constantcontact.wistia.com/medias/pmlrsyb6hu

Roles and Responsibility

The Role – 6mts Engagement

The ServiceDesk Engineer will be responsible for supporting Constant Contact’s end user computing systems. As an important member of a small team in a fast-paced environment, this role will require both strong intellectual agility and hands-on technical skill.

This position will work in the IT End Users Services Department and be involved with assisting in configuring laptops, provisioning users’ access in various applications and work on break/fix user reported issues.

Here’s What You’ll Bring To The Table

• 2-5 years of experience
• Excellent Windows, Mac, and Google Suite troubleshooting skills, as well as hardware trouble shooting skills
• Must be curious, eager, open to learning, and independent
• Great with people and customer focus
• Excellent attention to detail, soft skills, multi-tasking skills, ticket management/documentation skills, written and verbal communication skills REQUIRED
• Hands-on experience with Windows/Mac OS environments
• Ability to create and maintain internal and external knowledge articles, support documents including SOPs, and technical configurations documents
• Ability to quickly learn new or unfamiliar technology and products using documentation and internet resources

Here’s What You’ll Do

• Identify, log and resolve technical problems with software applications or user systems in a ticketing tool
• Participate in office expansion projects and help with desk setup post office move and ensure network connectivity is maintain for office desk and labs
• Work closely with the sysadmin and infrastructure teams to troubleshoot more complex issues
• Provide Mac and iOS support, while working on MDM software.
• While working within ticketing system, ensure that work is carried out within agreed service levels and in accordance with guidelines
• Provide positive customer experiences when working with users
• Building, Implementing, maintaining and administering end user compute devices and related computing environments including systems software, applications software, hardware, and configurations
• Using innovative methods and technologies to identify and solve problems related to performance, reliability and availability of systems
• Duties will include troubleshooting and repairs of Windows, Mac OS's, Google Suite products including email and calendar issues, a variety of 3rd party software applications, hardware issues, laptop parts replacement, Apple iOS devices support, imaging, data wiping, asset control, and detailed ticket documentation
• Provides advice and guidance to colleagues regarding incidents, requests and tasks