Service Desk Engineer

Overview

The IT Service Desk Engineer is the point of contact for all IT incidents and service requests across the Api Group GCC and other sites on-demand, restoring services where possible and escalating unresolved issues to L2 and global support teams.

What you'll do

• Provide L1.5 support for Windows 10/11 end-user devices.
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, and Office applications.
• Troubleshoot basic desktop, laptop, peripheral, and printing issues.
• Assist users with software installations, OS imaging and standard application troubleshooting.
• Support mobile devices and approved mobile applications.
• Provide AV support.
• Perform Active Directory user administration tasks.
• Support Entra ID, MFA enrolment, and authentication issues.
• Manage password resets, account unlocks, and access requests.
• Troubleshoot VPN, Wi-Fi, and network connectivity issues.
• Resolve basic DNS, DHCP, and TCP/IP related issues.
• Escalate complex network incidents to L2 Infrastructure support.
• Log, categorize, prioritize, and track incidents through ServiceNow.
• Ensure tickets are updated with appropriate documentation and resolution notes.
• Meet service levels and response targets.
• Manage CMDB-related tickets while ensuring the accuracy, consistency, and quality of configuration data.
• Perform initial security incident triage.
• Escalate suspected security events according to established procedures.
• Follow security and compliance guidelines during support activities.

What you'll need

• Bachelor of Engineering or Bachelor in Computer Science, Information Technology, or related field.
• 2-4 years in IT Service Desk or End User Support.
• ITIL Certification.
• Experience supporting multinational organizations.
• Windows 10/11.
• Microsoft 365 administration and support, including Teams, Outlook, OneDrive.
• Active Directory fundamentals.
• Entra ID and MFA basics.
• TCP/IP, DNS, DHCP fundamentals.
• VPN and wireless troubleshooting.
• ServiceNow.
• Basic application installation and troubleshooting.
• Basic endpoint security awareness.
• Strong understanding of CMDB administration and configuration management processes.
• Excellent verbal and written communication.
• Customer-focused mindset.
• Problem-solving abilities.
• Documentation skills.
• Ability to work effectively in a 24x5 support environment.

Details

• Location: 2nd Floor, MFAR Manyata Tech Park, Greenheart Phase I, Kasaba Hobli, Nagavara Village, Bengaluru 560045.
• Works in a 24x5 support environment.