Dell Service Desk Sr Analyst - SecureWorks in HYDERABAD, India

SecureWorks is a global leader in providing intelligence-driven information security solutions. We play an important role, as no organization in the world is immune from cyberattacks and the nature of the attack is changing every day. Internet security is a problem that will never be solved. Unlike point products that address a specific technology issue, we attack the problem holistically by analyzing threat actor tactics, techniques and procedures, and develop solutions using best-of-breed technologies to protect our clients. We are one of the best in the world at understanding the threat.

In short, we give our clients an early warning capability. SecureWorks was founded in 1999 and headquartered in Atlanta, Ga., with offices in all the major security markets around the globe. We have more than 2,000 team members, and partner with more than 4,200 clients in 59 countries to keep the bad guys out of their networks. We’ve been consistently recognized by industry analysts, readers’ polls and as a leader in the Gartner Magic Quadrant for managed security services, worldwide.

Key Responsibilities  

We are looking for a highly motivated individual that can work independently as well as function in a team. The individual will be expected to perform in-depth diagnostic work in order to help users resolve various technical issues. 

This individual will address issues from systems management troubleshooting and solving issues with related hardware and software components, which includes rotating 24/7 on-call support.   

  • Supporting internal user workstations, peripherals, phones and PDAs 

  • Maintain and repair, through troubleshooting and component replacement, workstations and peripheral devices. Provide support for MS Office suite applications and back office application connectivity 

  • Documenting technical support requests, production changes, and following-up until resolution

  • Communicating with colleagues and escalating outstanding issues whenever required 

  • On-Call duties as required

Essential Requirements

  • 2+ years’ Service Desk or other relevant experience

  • Strong written and oral communication skills, advanced level of English

  • Microsoft technologies (Windows 7, Windows 10, Office 2016, Skype)

  • Hardware troubleshooting experience

  • Remote support – VPN connectivity

  • Desktop virtualization technologies such as VMWare Workstation and/or Oracle VirtualBox

  • User/Group management in Active Directory

Desirable Requirements

  • Ability to adapt and learn new technologies, excellent Customer Service, communication and follow-up skills are important

  • Mobile Device Management experience supporting iPhone and Android

  • Support of OLP tools such as WebEx, Live Meeting

  • Linux as a desktop operating system

  • A+ Certification or MCP certification

Benefits

Our people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package.

Organization: Information Technology

Title: Service Desk Sr Analyst - SecureWorks

Location: AP-IN-AP-Hyderabad

Requisition ID: 17000F1L