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)