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Service Desk Engineer

Location Hyderabad, India
Posted 13-March-2021

Join a team that is changing millions of lives.

Transforming smiles, changing lives

At Align Technology, we believe a great smile can transform a persons life, so we create technology that gives people the confidence to take on whatevers next. We revolutionized the orthodontic industry with the introduction of the Invisalign system, and we have never lost sight of that spirit of innovation. Our diverse and collaborative teams are constantly pushing the boundaries of whats possible.

Ready to join us?

About this opportunity

Align is looking for a Service Desk Engineer for our Hyderabad, India location. Each member of the Align team is empowered to make a positive impact on the company. You must be proactive; service-oriented; willing to accept responsibility; able to work within demanding deadlines; flexible; decisive and you should possess excellent team working skills. You should also be able to maintain your professional composure under stressful situations.

In this role, you will

Provide primary phone presence in the Hyderabad office for the Global Service Desk support hotline.
Monitor IT ticketing system (ServiceNow) - triage and distribute incidents and requests as appropriate.
Escalate Major Incidents to the appropriate IT resources and participate in the Major Incident Response efforts as required.
Uphold departmental and company standards for security, privacy, compliance, and personal conduct.

Other regular activities would include, but are not limited to:

1st and 2nd level desktop apps deployment and support to global end-users including non-office based remote staff.
Identity and access management for user accounts, systems and applications.
1st level network support, office LANs, as well as troubleshooting the WAN infrastructure.
Engage with vendors for warranty replacement/support of end-user systems.
1st line support for Cisco VoIP systems, including Call Center.
Perform periodic and/or required maintenance in the desktop back-office environments, including software deployments and updates.
Create, review, update, and validate process documentation, with an emphasis on accuracy, completeness, and simplicity.
Actively engage in our Knowledge Management practice with the goal of building self-service capabilities and driving adoption of our self-service offerings.
With little supervision, respond to customer communication regarding software/hardware issues received via phone/e-mail and/or ticketing system. Evaluate nature of the problem, determine the appropriate solution and provide assistance to resolve the situation for a user(s).
Accurately and thoroughly document information in the ticketing system about each request/issue handled or reported.
Familiarize yourself with the companys technical. Explain technical information in an easily understood manner.
Offer ideas for procedures and processes to improve service and user satisfaction.
Interact with employees in a timely, patient, tactful and professional manner. Handle difficult or sensitive issues following department guidelines efficiently and effectively.
Meet or exceed personal and team performance metrics.

In this role, youll need

A thorough understanding of Microsoft Windows Operating Systems (notably Windows 10) and the Office application suite, as deployed in a corporate organization. Solid understanding of general server concepts (such as security, file sharing, server/storage resources, centralized updates).
Basic networking concepts (such as IP addresses, DHCP, DNS).
Experience with Active Directory.
Experience with anti-virus software.
Basic computer hardware installation/configuration and troubleshooting skills and knowledge.

Required Experience:
IT-related degree or equivalent work experience.
2 years relevant full-time work experience - having worked in an international environment would be a plus.

Familiarity with following would be considered a plus:
ITIL Framework
Office 365, including Skype for Business
Networking concepts, devices, and technologies (e.g. Wi-Fi).
Cisco VoIP systems
Security principles and best practices

Non-technical requirements:
Superior verbal and written English communication.
Customer service and interpersonal skills are a must.
The ability to work with distributed teams across different time zones.
Excellent organizational and documentation skills.
Ability to understand customers and their requirements.
Take ownership of problems/issues within his/her control and manage until its resolved.
Execute to goals and objectives; make and keep commitments.

Office location

Local OfficeHyderabad, India

Language skills required:

Physical Demands and Work Environment:
Heavy equipment installation might be required.

Work schedule:
MondayFriday from 8:00am to 5:00pm (local time)
Overtime work might be required.

Sound like a good fit?

Great! Click the Apply link to let us know you are interested. Not the right fit? Dont worry, Align is quickly growing so we are creating more opportunities to expand our Align family. Please consider joining our Talent Network to receive notifications about future jobs or sharing this opportunity with others in your network.

About Align

Align Technology is a publicly traded medical device company that is transforming smiles and changing lives. Our global team of talented employees develop innovative technology, tools and treatment options to help dental professionals worldwide achieve the clinical results they expect. Our digital ecosystem combines the power of technology to create beautiful smiles through the integration of AI and machine learning, digital imaging and visualization, biomechanics and material science to develop the Invisalign system, the most advanced clear aligner system in the world; iTero Intraoral Scanners and OrthoCAD digital services. Did you know? Align is the worlds largest manufacturer of custom 3D-printed materials.

By joining Align, you will be part of a global, fast-growing company in one of the most dynamic industries. Great people, innovative technologies, and meaningful workthese are just some of the things employees say make Align Technology a great place to work.

We respect your privacy. Please review our Applicant Privacy Policies for additional information.

Global Diversity Statement:
At Align, we believe in the power of a smile, and we know that every smile is as unique as our employees. As we grow, we will continue building a workforce of diverse cultural backgrounds and life experiences and fostering a culture of open-mindedness and compassion for all our employees. We live our company values by promoting healthy people and healthy communities. All with the intent of changing millions of lives, one unique smile at a time.

Equal Opportunity Statement

It is our policy to provide equal employment opportunity in all of our employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for positions with Align must be legally authorized to work in the country which they are applying for and verification of employment eligibility will be required as a condition of hire.

Awards & Accolades for MyTechLogy
Winner of
Top 100 Asia
Finalist at SiTF Awards 2014 under the category Best Social & Community Product
Finalist at HR Vendor of the Year 2015 Awards under the category Best Learning Management System
Finalist at HR Vendor of the Year 2015 Awards under the category Best Talent Management Software
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