Humana is seeking a Senior Engineer - ITSD (End User Services) to be the crucial first point of contact for our internal customers' IT needs. In this role, you will manage the lifecycle of service requests and incidents, working to resolve issues quickly and efficiently.

What You'll Do

Act as the single point of contact for all internal customer IT incidents and service requests, managing them throughout their lifecycle.
Troubleshoot workplace-related issues via telephone or remote access and resolve upon first contact when possible.
Accurately record all details, including categorization and priority, into the IT service desk tool based on the ITIL framework.
Troubleshoot and fix issues related to OS (Windows/Mac/Linux), Windows applications (MS O365, Browser, MS Teams), and printers.
Troubleshoot network connectivity in LAN/WAN/Wi-Fi environments and SSL VPN issues using RSA tokens.
Perform Active Directory operational tasks like user account, access, and group management.
Perform Exchange server operational tasks and manage MS Teams SIP accounts.
Provide 'how to' assistance on all internally supported devices, applications, and systems.
Escalate to appropriate teams in accordance with service-level agreements and follow up on tickets.
Leverage internal and external resources like knowledge bases to answer questions and resolve issues.
Respond to end-user inquiries regarding ticket status and perform follow-ups.
Build relationships with on-site support technicians and subject-matter experts to ensure service goals are met.
Be an advocate for the end user to ensure they receive high-quality, timely service.
Promote self-service tools and the knowledge repository to improve satisfaction and reduce costs.
Ensure the IT Service Desk adheres to agreed operational processes.

What We're Looking For

Strong IT service support experience in executing corporate IT tasks within service level agreements.
A minimum of 4-6 years of relevant IT support services experience.
Sound technical knowledge on Microsoft Windows 10, Azure AD, and Office 365.
Working knowledge of Active Directory, Azure AD, Exchange & MS Teams user account and secure groups management.
Strong troubleshooting and analytical skills.
Working knowledge of remote assist tools.
Strong professional communication skills capable of engaging both technical and non-technical customers.
Strong service focus with the ability to resolve problems under high workload and customer frustration.
Ability to learn new technologies and applications.
Solid written and verbal communication skills with strong English language skills.
Strong time management skills.

Nice to Have

Experience with Service Now.
Knowledge of the ITIL framework.
Knowledge of supporting Mac machines and Mobile devices (IOS, Android & Windows).

Technical Stack

Microsoft Windows 10, Azure AD, Office 365, Active Directory, Exchange, MS Teams, Service Now, ITIL framework, Mac OS, Linux, IOS, Android, Windows Mobile

Benefits & Compensation

Safe home pickup and home drop (Hyderabad Office Only)
Group Mediclaim policy
Group Critical Illness policy
Communication & Relocation allowance
Annual Health check
Recognition prizes

Humana fosters an inclusive and supportive community where everyone is celebrated. Our core values include doing what's right and taking the lead in creating a diverse, equitable, and inclusive future.