Service Desk Engineer

We are looking for a dedicated and customer-focused Service Desk Engineer to join our team, providing multi-tiered IT support to end users based in Hyderabad or Noida. This position operates on a 24x7 rotational shift basis, supporting hybrid, remote, and onsite work environments. The ideal candidate will have between 2 to 7 years of experience and be comfortable working night shifts and weekends to ensure uninterrupted service coverage. Strong technical expertise, excellent communication skills, and a proactive approach to problem-solving are essential for success in this role.

Key Responsibilities
Assist end users by guiding them through self-help tools to resolve basic software and hardware issues. Support the reporting and management of incidents and service requests, ensuring timely and effective resolution. Manage password reset tools and facilitate account recovery processes efficiently. Respond promptly to “how-to” queries and handle routine service requests such as password resets, account unlocks, VPN connectivity, Microsoft Teams, Outlook issues, and basic troubleshooting. Log, categorize, and track all incidents and requests through to closure while maintaining accurate records. Address escalated issues requiring specific application knowledge or advanced troubleshooting skills. Perform diagnostics and provide remote support for complex incidents to minimize downtime. Coordinate with field services for part ordering and desk-side visits in line with client policies. Ensure thorough documentation of all activities and escalate unresolved issues to Level 2 support when necessary.

Required Qualifications
Bachelor’s degree in IT, Computer Science, or a related field, or equivalent practical experience. Between 2 to 7 years of relevant experience in IT support or service desk roles. Strong familiarity with IT Service Management (ITSM) platforms such as ServiceNow. Solid understanding of Windows operating systems, basic networking concepts, and enterprise applications. Excellent written and verbal communication skills in English. ITIL Foundation certification or knowledge is essential. Experience using remote desktop and diagnostic tools to troubleshoot and resolve issues. Ability to create and maintain Standard Operating Procedures (SOPs) and user guides. Strong problem-solving and analytical skills to handle complex technical challenges.

This role provides an opportunity to work in a fast-paced, dynamic environment supporting critical IT infrastructure with a hybrid work model. Candidates must be flexible to work rotational shifts, including nights and weekends, to provide continuous 24x7x365 support coverage. If you are passionate about delivering exceptional IT service and meet the qualifications outlined, we encourage you to apply.