Support Engineer (IMS)

Summary

Team

Service Desk – Healthcare Client

Experience

3–5 years in Service Desk with L1.5/L2 exposure

Location

Bangalore/Hyderabad

Working Hours

24×7 rotational; expected to anchor critical windows and mentor L1s

Role

Summary

Mid‑level analyst providing L1.5/L2 support, handling escalations and complex issues, mentoring L1 staff, driving KB quality and problem reduction in a healthcare context with strict SLAs.

Key Responsibilities

• Own escalated tickets; perform deep‑dive troubleshooting (O365, AD, Exchange Online, VPN, VDI, clinical apps)

• Lead major incident participation during the shift and ensure timely comms/bridges as needed

• Perform standard admin tasks with guardrails (mailbox, DL, access, printers, profiles)

• Create/curate KB articles; coach L1 team for FCR uplift and ticket hygiene

• Trend analysis for repeat issues; propose problem records and preventive actions

• Partner with onshore teams for changes, pilot rollouts and post‑incident reviews

Must‑Have Skills

• Strong ServiceNow hands‑on (queues, assignment groups, SLAs, KB)

• Proficient troubleshooting across O365, AD, Windows, VPN, VDI/Citrix

• Healthcare IT support experience (HIPAA‑aware handling of PHI)

• Ability to handle P2/P3 independently and support P1 bridges

• Mentoring/peer‑coaching experience

Tools / Technologies

• ServiceNow ITSM, Problem and Change (awareness)

• Microsoft 365 admin basics; Azure AD user operations (guardrailed)

• Remote tools, log collection utilities

Performance KPIs

• Escalation resolution rate and time‑to‑restore

• KB contribution and L1 FCR uplift attributable to coaching

• Repeat incident reduction on owned categories

• SLA Compliance & CSAT on escalated tickets

Behavioral / Soft Skills

• Crisp incident communication and stakeholder updates

• Coaching mindset; constructive feedback to L1s

• Analytical thinking; pattern recognition for problem records

• Calm under pressure during P1/P2 handling