Service Desk Engineer

Overview

As a Service Desk Engineer, you will be the first line of support in a global, fast-paced IT environment, working with enterprise clients to resolve incidents, escalate technical issues, and support mission-critical systems around the clock.

What you'll do

• Manage and coordinate incidents, escalating to appropriate L1, L2, or L3 teams as needed.
• Deliver high-quality communication to customers through all support channels.
• Perform advanced reporting and data collection to support issue resolution and analysis.
• Monitor and triage inbound alerts, following documented escalation processes.
• Initiate the Major Incident Management (MIM) process when required.
• Access customer systems to conduct third-level troubleshooting when necessary.
• Mentor and train new team members to support growth within the team.
• Respond to inbound requests with accurate and timely information.
• Manage your schedule flexibly to support 24x7 service desk operations.

What you'll need

• A degree or certification in Computing, Electronics, or a related IT field (or equivalent experience).
• Excellent verbal and written communication skills in English.
• Strong attention to detail and a passion for problem-solving.
• Ability to multitask, prioritize, and work independently in a fast-paced environment.
• Eagerness to grow and take initiative in your career.

Nice to have

• Familiarity with Microsoft Office (Excel, PowerPoint, Outlook, Word).
• SAP knowledge or exposure.
• Basic understanding of Linux.
• Insight into database administration or monitoring.
• Understanding of ITSM tools and ITIL best practices.
• Knowledge in Networking, Systems, Databases, or Application Support.
• Additional languages beyond English (a plus).

Details

• Location: Mumbai (Hybrid) / Remote.
• Shift timing: 24x7.
• Benefits include work from home set-up, comprehensive medical benefits, gratuity, PF, EPS and bonus, NPS, shift allowances, on-call allowance, health and wellness allowances, and learning and development allowances.