Senior System Engineer - IT Service Management

• Provide first and second-level technical support for desktops, laptops, printers, IP phones, business applications, and other IT equipment.

• Categorize, prioritize, troubleshoot and resolve incidents and service requests through the SDP (ServiceDesk Plus) while ensuring compliance with defined Service Level Agreements (SLAs).

• Take ownership of incidents and service requests throughout their lifecycle, ensuring timely resolution, proper documentation, and user communication.

• Perform employee onboarding and offboarding activities, including device provisioning, user profile setup, access management, and asset recovery.

• Install, configure, maintain, and troubleshoot operating systems, software applications, endpoint devices, and related peripherals.

• Provide support for Microsoft 365 services, email systems, collaboration platforms, remote access solutions, and other business-critical applications.

• Assist in troubleshooting and maintaining network infrastructure, including LAN, Wi-Fi, VPN, switches, and internet connectivity services.

• Support IP telephony and communication systems by performing device configuration, user support, and routine troubleshooting activities.

• Administer day-to-day activities within ManageEngine ServiceDesk Plus (SDP), including ticket management, request tracking, SLA monitoring, and service documentation.

• Assist in monitoring infrastructure and network availability through ManageEngine OpManager and escalate service-impacting events when necessary.

• Manage IT assets throughout their lifecycle, including receiving, tagging, deployment, transfer, maintenance, inventory verification, and disposal activities.

• Maintain accurate asset inventory records and ensure all asset movements and assignments are properly documented.

• Coordinate with vendors and service providers for hardware repairs, warranty claims, maintenance services, and technical escalations.

• Support IT procurement activities by assisting with technical specifications, product evaluation, receiving, and deployment of IT equipment. 

• Maintain technical documentation, standard operating procedures (SOPs), and knowledge base articles to support efficient service delivery.

• Collaborate with internal teams and business stakeholders to support technology initiatives, infrastructure improvements, and operational requirements.

• Ensure compliance with organizational IT policies, security standards, and operational procedures while handling day-to-day support activities.

• Prepare and maintain operational reports related to support activities.

Skills Requirement: IT Service Management (ITSM) and ITIL Framework  ManageEngine ServiceDesk Plus (SDP) Administration  ManageEngine OpManager Monitoring and Administration IT Asset Management and Asset Lifecycle Management  End User Computing (EUC) Support  Microsoft Windows Operating Systems  Microsoft 365 Administration and Support  Hardware and Software Troubleshooting  LAN, WAN, Wi-Fi, VPN and Network Troubleshooting IP Telephony (IPTSP) Support  Vendor Coordination and Service Management  IT Documentation and ReportingExperience Required: Experience in IT Support, IT Operations, IT Service Management (ITSM), Network Support, Infrastructure Support, or other related fields.Other Requirement:   Ability to follow a process-oriented approach while delivering IT services.  Strong analytical, troubleshooting, and problem-solving skills.  Ability to prioritize tasks and ensure timely resolution of incidents and service requests.  Good verbal and written communication skills.  Ability to work independently as well as collaboratively within a team environment.  Customer-focused mindset with commitment to service excellence. Ability to manage multiple assignments in a fast-paced operational environment.

https://bdjobs.com/h/details/1500732

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