IT Service Desk Engineer

Description

We are seeking a skilled and customer-focused IT Service Desk Engineer to join our IT support team. The ideal candidate will have a minimum of 3 years of experience in IT support roles, with strong hands-on experience using the ServiceNow platform. This role is responsible for providing first- and second-level technical support to end-users across the organization, ensuring that service requests and incidents are resolved efficiently and effectively.

Key Responsibilities

• Serve as the initial point of contact for all IT support requests, incidents, and inquiries via phone, email, or ticketing system (ServiceNow).

• Troubleshoot and resolve hardware, software, and network issues on laptop and other peripherals.

• Maintain accurate and timely updates of all assigned tickets within the ServiceNow system.

• Escalate complex or unresolved issues to appropriate support teams while maintaining ownership and communication with the end user.

• Perform user account management tasks including onboarding, offboarding, password resets, and permissions adjustments in Active Directory and related systems.

• Ensure all service level agreements (SLAs) are met and documented appropriately.

• Participate in documentation of technical processes, FAQs, and knowledge base articles.

• Support IT asset management and inventory processes.

• Provide remote and in-person support as needed.

• Participate in on-call rotation or extended hours support, if required.

Qualifications

• Required

• Bachelor's degree required. Preferred in Information Technology or a related field.

• Minimum of 3 years of experience in an IT Service Desk or technical support role.

• Proficient in using ServiceNow for ticketing and ITSM processes.

• Strong knowledge of Windows OS, Office 365, and common laptops and user applications.

• Understanding of networking fundamentals (TCP/IP, DNS, DHCP).

• Experience with Active Directory and basic user management tasks.

• Excellent verbal and written communication skills.

• Strong customer service orientation and troubleshooting abilities.

• Preferred

• ITIL Foundation certification.

• Experience with remote support tools (e.g., RDP, Zoho Quick Assist, Teams)

• Familiarity with Mac OS and Conference room equipments.

• Working Conditions

• Ability to work in rotational shift for 24x7 support to users across the globe.

• Flexibility to work outside normal business hours or weekends as needed for system maintenance or project delivery.

• This job posting will remain open a minimum of 72 hours and on an ongoing basis until filled.

• Job Information Technology

• Primary Location India-Maharashtra-Mumbai

• Schedule: Contract

• Travel: No

• Req ID: 263246

• Job Hire Type Contingent Worker (CWK) Not Applicable #BMI N/A