Service Desk Engineer

• Provide L1 support for incidents and service requests via phone, email, chat, and ticketing tools.
  Diagnose, troubleshoot, and resolve hardware, software, network, and application issues. Log, track, and manage tickets in ITSM tools in accordance with SLAs. Escalate complex issues to L3 teams with proper documentation and analysis. Support user onboarding/offboarding, access management, and asset provisioning. Monitor systems and alerts, and proactively identify potential issues. Assist in incident, problem, and change management activities. Maintain and update knowledge base articles and standard operating procedures. Ensure compliance with security, access control, and audit requirements.

• 2-5 years of experience in IT Service Desk or Technical Support roles.
• Strong knowledge of Windows/Mac OS, basic networking, and common enterprise applications.
• Hands-on experience with ITSM tools such as ServiceNow, Jira Service Management, or Remedy.
• Understanding of ITIL processes (Incident, Request, Problem Management).
• Good troubleshooting and analytical skills.
• Strong verbal and written communication skills.

• Experience in FinTech, BFSI, or regulated environments.
• Exposure to cloud platforms (AWS, Azure, GCP).Knowledge of Active Directory, VPNs, and access management.
• ITIL certification (Foundation preferred).

Key Attributes

• Customer-focused and service-oriented mindset.
• Ability to work in shifts, including 24x7 support environments.
• Strong attention to detail and documentation.
• Ability to work under pressure and manage multiple tasks.