IT Service Desk Engineer

Key Responsibilities

Incident & Request Management

• Serve as a primary point of contact for IT-related issues via phone, email, portal, and chat.
• Log, prioritize, and manage incidents and service requests using ITSM tools (ServiceNow, Jira, Remedy, Freshservice, etc.).
• Provide L1.5 to L2 level support, resolving moderately complex issues related to:
• Windows OS, macOS (optional), and MS Office/O365
• Outlook, Exchange, Teams, OneDrive, SharePoint
• Network connectivity (LAN/WLAN/VPN)
• Printers, hardware components, and peripherals
• Mobile device management (MDM tools—Intune, WorkspaceONE, etc.)

Advanced Troubleshooting

• Troubleshoot system, network, and application issues requiring deeper investigation.
• Perform root cause analysis and implement preventive measures for recurring incidents.
• Escalate complex issues to specialized L2/L3 teams when required, ensuring proper documentation.

User & Access Management

• Perform user onboarding/offboarding tasks including account creation, permissions, and access provisioning.
• Manage Active Directory / Azure AD tasks (password resets, group membership, policy application).
• Assist with MFA, SSO, and identity-related troubleshooting.

Device Management & Support

• Configure, deploy, and support desktops, laptops, and mobile devices.
• Manage OS and application installations, updates, and patching.
• Support hardware upgrades, replacements, and asset lifecycle management.

IT Operations & Maintenance

• Support regular IT health checks, patch cycles, and scheduled maintenance activities.
• Assist with compliance tasks such as license tracking, audit preparation, and asset inventory updates.
• Monitor system performance and escalate issues proactively.

Documentation & Knowledge Management

• Create, update, and maintain knowledge base articles, SOPs, and troubleshooting guides.
• Ensure accurate documentation for incidents, resolutions, and configuration changes.

Customer Service & Communication

• Provide excellent customer service with a focus on professionalism, empathy, and clarity.
• Communicate technical solutions in simple terms tailored to end-user needs.
• Ensure timely follow-up and closure of incidents and requests.

Required Skills & Experience

• 2–5 years of experience in IT Service Desk, Helpdesk, or Technical Support roles.
• Strong knowledge of Windows OS, Microsoft Office/O365, and common business applications.
• Experience with Active Directory, Azure AD, and basic group policy troubleshooting.
• Familiarity with networking basics (IP, DNS, DHCP, VPN).
• Hands-on experience with service desk/ITSM tools (ServiceNow preferred).
• Experience with remote support tools and device management platforms (SCCM, Intune, JAMF, etc.).
• Strong problem-solving and multitasking abilities.

Preferred Qualifications

• ITIL Foundation Certification (highly preferred)
• CompTIA A+, Network+, or equivalent certifications
• Experience supporting macOS and Linux (optional)
• Exposure to endpoint security solutions (AV, EDR tools)

Location: Vasanthnagar, Bangalore

Shift: US Shift

Working Days: 6 Days

Job Types: Full-time, Permanent

Pay: ₹500,000.00 - ₹1,000,000.00 per year

Work Location: In person