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Abnormal AI
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IT Service Desk Engineer

IT Service Desk Engineer

Abnormal AI

5 years

0 Lacs

bengaluru karnataka india

Posted:20 hours ago| Platform:

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Skills Required

service security support technology macos management servicenow jira logging tracking video zoom onboarding offboarding software provisioning saas documentation okta slack troubleshooting confluence automation configuration saml vpn networking tcp ip mobile vmware communication collaboration solver ai

Work Mode

Remote

Job Type

Full Time

Job Description

The Opportunity

Abnormal Security is building a world-class IT function to support our rapid global growth. We are seeking an experienced and service-driven

IT Service Desk Engineer

to deliver high-quality technical support to our teams across India, Japan, Australia, and Singapore.This role is critical in ensuring our employees have a seamless technology experience from day one providing responsive support, managing endpoint lifecycle, and driving operational excellence in our IT environment.The ideal candidate thrives in a fast-paced, hybrid work environment, is equally comfortable with macOS and Windows ecosystems, and has a passion for delivering best-in-class end-user support.

Key Responsibilities

End-User Support & Incident Management

Serve as the primary point of contact for IT support requests from both onsite and remote employees.
Manage incidents and service requests through ticketing systems (e.g., ServiceNow, JIRA) including logging, triaging, tracking, and resolving issues.
Provide hands-on support for video conferencing tools (e.g., Zoom), printers, and general office IT infrastructure.
Escalate complex issues to senior engineers, ensuring timely follow-up and resolution.

Device Lifecycle & Access Management

Deploy, configure, troubleshoot, and decommission macOS and Windows laptops/desktops.
Handle all aspects of employee onboarding and offboarding, including hardware/software provisioning and access rights management.
Administer endpoint and SaaS applications, manage license allocations, and troubleshoot access/performance issues.

Tools, Platforms & Documentation

Support SaaS platforms including Okta, Google Workspace, Microsoft 365, Slack, and Zoom.
Maintain and update IT documentation (troubleshooting guides, SOPs, best practices) using Confluence and Google Drive.
Contribute to IT projects such as infrastructure upgrades, automation initiatives, and security enhancements.

Required Qualifications

4–5 years of experience in IT support or service desk roles supporting both macOS and Windows environments.
Bachelor’s degree in Computer Science, Information Technology, or a related field.
Proven experience with end-user hardware setup, configuration, and lifecycle management.
Proficiency with SaaS applications including Okta, Google Workspace, Microsoft 365, Slack, and Zoom.
Familiarity with Active Directory, identity and access management (SAML, Okta), and VPN support.
Working knowledge of basic networking (TCP/IP), endpoint security, and mobile device management tools (e.g., Jamf, VMware Workspace ONE).
Strong problem-solving skills, with the ability to efficiently prioritize and execute tasks.
Excellent customer service, interpersonal, and communication skills.

Soft Skills

Customer-centric mindset with a passion for creating frictionless user experiences.
Strong communication and collaboration skills across global teams.
Proactive problem solver who thrives in a fast-paced environment.
Organized, detail-oriented, and committed to continuous improvement

Abnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law. For our EEO policy statement please click here. If you would like more information on your EEO rights under the law, please click here.

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IT Service Desk Engineer