Global Technical Service Desk Engineer

Global Technical Service Desk Engineer

Job Description: NXP Global Technical Service Desk Engineer

Position Overview:

We are seeking experienced and proactive Global IT Support to join our dynamic team. The successful candidate will be responsible for researching and identifying solutions to software and hardware issues, diagnosing, and troubleshooting technical issues, and providing prompt and effective support to NXP Global IT end-users. The Global Technical Service Desk Engineer / Analyst will play a critical role in ensuring the smooth operation of IT systems and delivering exceptional user experiences.

Responsibilities:

• Excellent communication skills, both verbal and written.
• Able to handle verbal technical communication from Engineers.
• Diagnose and troubleshoot technical issues.
• Flexibility to work in a 24/7 rostered shift environment, with a willingness to work varied hours as required.
• Experience working with the engineering community is desirable, with an understanding of technical concepts and terminology.
• Utilize ITIL process knowledge to handle service now efficiently.
• Provide prompt and accurate feedback to users. Ensure all issues are properly logged and documented in the ticketing system.
• Ask end users targeted questions to quickly understand the root of the problem.
• Track issues from creation through resolution, within agreed time limits.
• Provide technical support to end-users via phone and/or chat until issues are resolved.
• Properly escalate unresolved issues to appropriate internal teams.
• Prioritize and manage several open issues effectively.
• Follow up/Track and Trace incidents with users/IT Teams to ensure issue resolution.
• Prepare accurate and timely reports as required.
• Ability to work independently and as well as part of a team.
• Maintain positive and jovial relationships with end users.
• Document technical knowledge in the form of notes and manuals.

Technical Skills:

• End-user support: laptops, desktops, and MAC devices (Unix, Windows, Mac OS), Laptop/Desktop Reimaging.
• Office & Collaboration Tools: Microsoft Outlook, MS Teams, Office 365, video conferencing setup, One drive, One Note, MS Power platform.
• IT Service Management: ServiceNow, ITIL Framework.
• Endpoint security: Global Protect, Symantec, Zscaler, PKI support, Microsoft Defender, Forcepoint One Endpoint security, Hoxhunt, AbR management.
• Admin Account exposure (For password resets, etc.).
• Software/Patch Deployment: SCCM, Company Portal, Intune, OS Patching.
• Remote Access: Citrix, Virtual Desktop Infrastructure (VDI) – Linux & Windows, Beyond Trust (Bomgar), WebEx, MS Teams Live Meeting, and Windows Native tools.
• Telecom Support: PSTN, Mobile Device Management & Anywhere 365.
• Windows Scripting Languages: PowerShell, Registry Editing.
• Basic knowledge of Identity and Access Management: Active Directory (AD), LDAP, Oracle Unified Directory (OUD), Privileged Access Management (PAM).
• Basic knowledge of Network Infrastructure: LAN/WAN, Switches, Routers, Load Balancers, Firewall, VPN, Palo Alto, Cloud Computing: Azure, AWS.
• Reporting and Analytics: Power BI, Tableau, SNOW, Splunk.
• Basic Linux/Red Hat knowledge to understand/debug user issues.
• Basic knowledge of High-Performance Computing: LSF software.
• Basic knowledge of Linux Based Virtual Desktop Infrastructure (VDI).
• Basic knowledge of EDA tools – Cadence, Mentor, Synopsys, Ansys etc.
• Basic understanding of Backup and Storage: Backup solutions, Storage, Virtualization.
• Software Licensing and Installations.
• Application Software Support and Troubleshooting.

Soft Skills:

• Customer-centric mindset with a strong focus on delivering exceptional service.
• Excellent interaction and interpersonal skills, with the ability to effectively collaborate with diverse stakeholders.
• Logical thinking and advanced problem-solving skills, with a proven ability to analyze complex issues.
• Team-oriented approach, with a willingness to work collaboratively with cross-functional teams to achieve goals.
• Proven experience working in a global environment handling international clients considered a significant asset.
• Quick learning capabilities, with the ability to rapidly absorb new information and adapt to changing circumstances.

Job Qualifications and Requirement:

• Bachelor’s Degree in Engineering.
• 5+ years of hands-on experience in the IT domain.
• Certification related to IT / ITIL/ Windows / Linux is a plus.
• Ability to work in Noida Office in 24*7 rostered environment.