Service Desk Engineer

We’re a bunch of hardworking, fun-loving, people-oriented technology enthusiasts. We love what we do, and we’re passionate about helping our clients thrive in an increasingly complex digital world. Zensar is an organization focused on building relationships with our clients and with each other—and happiness is at the core of everything we do. In fact, we’re so into happiness that we’ve created a Global Happiness Council, and we send out a Happiness Survey to our employees each year.

We’ve learned that employee happiness requires more than a competitive paycheck, and our employee value proposition—grow, own, achieve, learn (GOAL)—lays out the core opportunities we seek to foster for every employee.

Teamwork and collaboration are critical to Zensar’s mission and success, and our teams work on a diverse and challenging mix of technologies across a broad industry spectrum. These industries include banking and financial services, high-tech and manufacturing, healthcare, insurance, retail, and consumer services. Our employees enjoy flexible work arrangements and a competitive benefits package, including medical, dental, vision, 401(k), among other benefits.

If you are looking for a place to have an immediate impact, to grow and contribute, where we work hard, play hard, and support each other, consider joining team Zensar!

Zensar is looking for a Service Desk Engineer in the United States (Rockland, MA – 100% Onsite). This position is open for Full Time with excellent benefits and professional growth opportunities.

About the Role

Administer and provide User account provisioning.

Support desktops, laptops, thin clients, printers, scanners, and peripherals

Install, configure, and update banking-approved software

Follow all internal controls and policies

Assist in password resets, MFA support, and identity/access management requests.

Identify and report suspicious activity or potential security threats

Maintain a strong focus on data privacy and cybersecurity best practices

Document solutions and create user guides/knowledge base articles

Responsible for installing desktop applications and software

Use the Incident Management System to document and manage problems and work requests and their respective resolutions

Responds to telephone calls, email, instant messages, and create tickets;
Assign work orders / incidents to appropriate support teams and follow up until closure

Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps;
Provide level 1 remote desktop support and perform other activities based on SOPs

Route problems to internal 2nd level IT support staff.

Experience:

You should have Phone/Customer support experience Mandatory with excellent communication skills

Windows Technical Service desk experience is necessary

knowledge Windows 11 and basics of Windows Server

Basic knowledge with the following:
Windows, AD, VMWare, Exchange, MECM, SCOM etc.,

ITSM ticketing tools such as Ivanti, Service Now etc.,

Preferred

Qualification:

Bachelor’s/associate degree in IT, Computer Science, or related field (preferred).

Must have experience in IT service desk or technical support role.

Experience supporting a bank or financial services environment (preferred).

Basic and Above Average knowledge of:

VPN & MFA

ITIL framework

Excellent communication, customer service, and problem solving skills.

Ability to work in a fast-paced, highly regulated environment.

Zensar believes that diversity of backgrounds, thought, experience,and expertise fosters the robust exchange of ideas that enables the highest quality collaboration and work product. Zensar is an equal opportunity employer. All employment decisions shall be made without regard to…