Senior Support Engineer

Skills & Requirements:

Job Type: Service Desk Engineer

Base Location: [Hyderabad/Noida] (24x7 Hybrid / Remote / Onsite Support)

Shift Timing: Rotational (24x7x365 coverage)

Prerequisite: Must be open to night shifts and weekend coverage

Range of Year Experience – 7 – 10 Years

RTO – Hybrid Model

Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).

Familiarity with ITSM platforms (e.g., ServiceNow)

Strong understanding of Windows OS, basic networking, and enterprise applications.

Excellent communication skills in English (written and verbal).

• ITIL Foundation Knowledge/certification.
• Experience with remote desktop and diagnostic tools.
• Ability to create and maintain SOPs and user guides.
• Strong problem-solving and analytical skills.

Role Summary:

We are looking for a skilled and customer-focused Service Desk Analyst to provide multi-tiered IT support to end users.

This role encompasses Level 1 support responsibilities, including enabling self-help capabilities, resolving basic software/hardware issues, and performing advanced diagnostics for escalated incidents and service requests.

Key Responsibilities:

• Enable and guide end users in using self-help tools for basic software and hardware issues.
• Support incident and service request reporting.
• Assist with password reset tools and account recovery processes.
• Respond to “how-to” queries and fulfill routine service requests (e.g., password resets, account unlocks, VPN connectivity, Teams, outlook issues, Basic troubleshooting).
• Remote troubleshooting.
• Log, categorize, and track incidents and requests to closure.
• Handle escalated issues requiring specific application knowledge or advanced troubleshooting.
• Run diagnostics and perform remote support for complex incidents.
• Coordinate field services for part ordering and desk-side visits as per client policies.
• Ensure proper documentation and escalation to Level 2 support when necessary.
• L3 need to also support complex issues related to running the diagnostics and remotely perform advanced troubleshooting.
• Need to involved in KB process innovation for the team
• L3 needs to validate if it includes any ordering parts as per Client policies to facilitate any required desk side visits from field services technicians and do a warm transfer to the (Onshore EUS Level 2 Support).