About the role
Job Description (JD) - L1.5 Junior Support Engineer
Job Title: Service Desk Engineer
Location: Bengaluru / India
Shift: Rotational
Experience: 3 Years in IT Support / Service Desk operations
Degree:Engineering or Equivalent degree with IT or Computer Science Background
Job Description:
The Service Desk Engineer is responsible for providing first-level IT support to end users by diagnosing, troubleshooting, and resolving technical issues related to hardware, software, network connectivity, and enterprise applications. The role involves managing incidents and service requests through ITSM platforms, ensuring timely resolution in accordance with SLAs, and delivering high-quality customer service while following IT service management best practices.
Key Responsibilities:
· Serve as the first point of contact for end-user IT support requests, ensuring timely response and resolution of incidents and service requests.
· Log, categorize, and prioritize tickets in the ITSM platform such as Freshservice while maintaining accurate documentation.
Troubleshoot hardware, software, and connectivity issues affecting end-user devices.
Perform software installation, configuration, and system troubleshooting on laptops and desktops.
· Manage user account provisioning, password resets, and access requests using Active Directory and Google Workspace.
· Assist with device enrollment, compliance monitoring, and troubleshooting using endpoint management tools such as Microsoft Intune or other MDM platforms.
· Support endpoint security policies and ensure devices meet corporate compliance standards.
· Support identity management activities including user provisioning, group management, and access troubleshooting in Active Directory and Azure AD / Entra ID environments.
· Contribute to automation initiatives by utilizing basic scripting tools such as PowerShell to streamline repetitive IT support tasks.
· Utilize knowledge base articles and SOPs maintained in Confluence to resolve recurring issues.
· Monitor and manage endpoint devices using NinjaRMM to ensure device health and compliance.
· Assist users with secure remote access connectivity using GlobalProtect and Duo Mobile.
· Provide access and license support for corporate applications such as Agility, Egnyte, Adobe Admin Console, Teamwork, LogicGate, Albatross, and ProtoPie.
· Escalate complex incidents to Level 2 or specialized support teams when necessary while ensuring proper follow-up.
· Maintain high customer satisfaction levels by delivering quality IT supportservices.
· Strong communication skills with the ability to explain technical issues to non-technical users.
· Ability to handle high-volume support environments while maintaining professionalism and service quality.
· Ensure incidents and service requests are resolved within defined SLA and KPI targets, maintaining accurate ticket updates and documentation.
Required Skills & Qualifications:
· Strong hands-on experience supporting Microsoft Windows 10 / Microsoft Windows 11 environments including installation, configuration, and troubleshooting.
Hands-on experience supporting macOS devices and resolving operating system and application issues.
· Experience working with IT Service Management tools such as Freshservice and familiarity with ServiceNow.
· Knowledge of identity and access management using Active Directory.
· Experience supporting collaboration and productivity platforms including Google Workspace.
· Familiarity with endpoint monitoring and device management tools such as NinjaRMM.
· Understanding of VPN connectivity and multi-factor authentication technologies including GlobalProtect and Duo Mobile.
· Basic knowledge of virtualization and cloud infrastructure such as VMware vSphere and VMware Cloud on AWS.
· Ability to troubleshoot network connectivity issues including LAN, Wi-Fi, DNS, and IP configuration.
· Familiarity with Windows troubleshooting utilities such as Event Viewer and system diagnostic tools.
· Understanding of ITIL-based incident, problem, and service request management practices.