Senior Associate -IT

Job Description

Job Title: Service Desk Engineer (L1/L2)

Location: Bangalore

Mode of work: Hybrid

Shift Timing: Rotational Shift

Job Summary

We are seeking a skilled and customer-focused Service Desk Engineer (L1/L2) to provide technical support for end users across infrastructure, applications, and devices. The role involves incident resolution, system administration, and collaboration during major incidents while ensuring compliance with ITIL best practices.

Key Responsibilities

Provide L1 & L2 technical support for software, hardware, and network-related issues

Handle incidents, service requests, and problems via Service Desk tools (BMC Helix)

Perform Major Incident Management and coordinate with resolver teams as per ITIL processes

Support Windows OS and Windows Server environments

Manage user accounts, access, and policies using Active Directory, Azure, and Microsoft Entra ID

Administer and support Microsoft 365 services

Perform software installation, patching, and system updates using SCCM/MECM

Conduct laptop and desktop imaging, deployment, and troubleshooting

Support and monitor systems using monitoring tools

Handle Cisco Webex calls, emails, and tickets with professional communication and email etiquette

Assist with basic IT security controls and IT compliance requirements

Provide intermediate-level network troubleshooting support

Ensure proper documentation and knowledge base updates

Deliver high-quality customer service with strong command of English (verbal and written)

Required Skills & Competencies

Strong Service Desk / IT Support experience

Excellent communication skills and email etiquette

Hands-on experience with:

Windows OS & Windows Server

Active Directory, Azure, Microsoft Entra ID

Microsoft 365

SCCM / MECM

BMC Helix

Knowledge of:

IT Security (Basic)

IT Compliance standards

Networking (Intermediate)

Monitoring tools

Experience in:

Laptop/Desktop Imaging

L1 & L2 troubleshooting (hardware and software)

Major Incident handling

Certification

ITIL Foundation (Preferred)

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