Senior Support Engineer

The Service Desk Engineer position requires a professional with 7-10 years of experience in IT, Computer Science, or a related field. The role is based in either Hyderabad or Noida and involves providing 24x7 support through a hybrid model of onsite, remote, and hybrid support. The candidate must be open to working night shifts and weekends as the job involves rotational shift timings. As a Service Desk Engineer, you will be responsible for providing multi-tiered IT support to end users. This includes Level 1 support duties such as assisting users with self-help tools, resolving basic software and hardware issues, and conducting advanced diagnostics for escalated incidents and service requests. You should have a strong understanding of Windows OS, basic networking, and enterprise applications, along with familiarity with ITSM platforms like ServiceNow. Key responsibilities of the role include enabling and guiding end users on self-help tools, supporting incident and service request reporting, assisting with password resets and account recovery processes, responding to how-to queries, and fulfilling routine service requests such as password resets, account unlocks, VPN connectivity, Teams, and Outlook issues through basic troubleshooting. You will also be required to log, categorize, and track incidents and requests to closure, handle escalated issues that require specific application knowledge or advanced troubleshooting, run diagnostics, and provide remote support for complex incidents. Additionally, you will coordinate field services for part ordering and desk-side visits as per client policies, ensure proper documentation, and escalate to Level 2 support when necessary. The role may also involve participating in KB process innovation for the team and validating any ordering parts as per client policies to facilitate required desk-side visits from field services technicians, while also doing a warm transfer to the Onshore EUS Level 2 Support. To succeed in this role, you must have excellent communication skills in English, possess ITIL Foundation knowledge or certification, experience with remote desktop and diagnostic tools, the ability to create and maintain SOPs and user guides, and strong problem-solving and analytical skills. Overall, we are seeking a skilled and customer-focused Service Desk Engineer who can efficiently handle various IT support tasks and contribute to the smooth functioning of the organization's IT services.,