Senior Engineer - Desk Side Services, AMT Asset Management Software

Experience: 2 to 5 years

Location: Lucknow, India

Skills: ITIL, Windows OS, MS Office, basic networking, ITSM tools, ServiceNow, Remedy, customer handling

Job Summary
Responsible for providing first-level IT support, ensuring timely resolution of incidents and service requests, and maintaining high customer satisfaction. Acts as the primary point of contact for end users.

Key Responsibilities
• Handle incident management and service requests via calls, emails, and tickets
• Provide first-level technical support for hardware, software, and network issues
• Log, track, and resolve tickets using ITSM tools (e.g., ServiceNow, Remedy)
• Ensure adherence to SLAs, KPIs, and ITIL processes
• Escalate unresolved issues to L2/L3 teams




• Monitor ticket queues and drive timely resolution
• Maintain documentation and knowledge base articles
• Perform user communication and status updates
• Conduct root cause analysis (basic) for recurring incidents
• Support shift operations / 24x7 workplace

Skill Requirements
• Knowledge of ITIL framework (Incident, Problem, Change Management)
• Familiarity with Windows OS, MS Office, basic networking
• Experience with ITSM tools
• Strong communication and customer handling skills
• Ability to troubleshoot and prioritize issues

Other Requirements
• 2–5 years (Analyst) Experience in IT support / service desk environment

📌 Senior Engineer Desk Side Services, AMT Asset Management Softwar (Lucknow)
🏢 HCL Technologies
📍 Lucknow