SYSTEM ENGINEER - Service Desk

SYSTEM ENGINEER

Saxo Bank IT consist of over 500 IT professionals based in Copenhagen and Delhi who, using latest technologies and agile methodologies; design, build and run the Saxo Bank award winning, global multi-asset trading platform. Our specialty is within capital markets with focus on; high reliability, large volumes, low latency and a world class, cloud-based experience for retail, institutional and white label clients.
Our in-house designed and built Saxo Bank trading system handles:
• Over 25,000 concurrent online trading clients 24 hours per day / 5,5 trading days per week
• More than 160,000 unique monthly users to our social trading portal
• In excess of 400,000 price feed updates per second
• Intraday execution and booking of up to 1,000 trades per second
• Over 1,000,000 trade transactions processed daily

THE JOB

Service Desk consists of 13 employees and its overall purpose is to provide Desktop and application support to Saxo Bank Employees. The team is responsible for handling of all IT related issues and providing L1/L2 /L3 support to all Saxo Bank offices across the globe. Service Desk is operational 24x5.5 days a week.
As Service Desk Engineer you will act as first point of contact. The primary objective of the role is to provide first time resolution. This will be achieved by troubleshooting, diagnosing and resolving incidents/service requests at the first point of contact and/or escalating the issues to one of our specialist teams to investigate and resolve.
As System Engineer you will be responsible for:
• Dealing with incoming incident/service requests in a professional, courteous manner over the phone, ITSM Tool, Chat etc.
• Correctly logging incidents and service requests, categorising and prioritising them in line with team procedures.
• Conducting full and through diagnostics with end users to enable first point of contact fault resolution.
• Managing incidents/service requests through their entire lifecycle from the first point of contact to resolution, proactively, keeping the customer informed of progress.
• Maintain and develop knowledge base and skills to assist with first time fault resolution.
• Sharing knowledge with team colleagues

YOUR PROFILE

As a person you come across as a strong and skillful service oriented person. You are a Team player, and can actively help build the team.
Further, we are looking for a candidate with the following professional competencies:
• At least 2-3 years of experience working in Service Desk/Desktop Support.
• Very Good communication, interpersonal and customer support skills.
• Hands-on experience on incident management tools like Service-Now, Remedy etc.
• Hands-on experience in resolving Windows 8 & 7 issues. 
• Fault analysis and resolution of messaging issues related to Outlook, RSA manager, Lync 2013, etc. 
• Supporting various applications from desktop perspective like Microsoft Office Suite. 
• Hands-on experience of managing accounts in Active Directory, groups, Group Policy, etc. 
• Knowledge of networking essentials like TCP / IP, DHCP, DNS etc.
• Knowledge of ITIL V3.
• Working on knowledge on SCCM Client Tool

WE OFFER

First and foremost, we offer more than just a job; being an employee in Saxo Bank is an opportunity to invest in your future. In addition you get:
• A chance to join a truly growth-embracing culture, which will commit to helping you grow personally and professionally.
• An opportunity to work as part of a dynamic, international, very ambitious and, at the same time, informal and pleasant working environment.
• An attractive salary plus benefits package. 

Application deadline:
28/04/2017
Expected Start Date:
13/01/2017
Location:
Gurgaon
Job type:
Permanent
Working hours:
Full-time
Working days:
Day
Company homepage:
http://www.saxobank.com