Title:
Global Service Desk Technician (Tier 1)
KBR is looking for a Global Service Desk Technician (Tier 1) to serve as the first point of contact for end users across a global, follow-the-sun IT Service Desk. This role provides first-line technical support for account administration, hardware, software, access, and authentication issues while ensuring incidents and service requests are managed effectively through established IT service management processes.
In September 2025, KBR announced that we are spinning our Mission Technology Solutions business into a separate public company. This role will ultimately be part of the current company. The Mission Technology Solutions business partners with governments and defense, intelligence, space, aviation, and critical infrastructure customers to deliver high-end engineering, science, technology, and mission support solutions.
Key Responsibilities:
Customer Support & Technical Troubleshooting
Provide first-contact technical support via phone, chat, and ticketing systems for account administration, hardware, software,
and access-related issues
Answer and triage incoming support contacts while meeting established service level objectives
Utilize knowledge base articles and approved procedures to diagnose and resolve Tier 1 issues whenever possible
Support user account management, password resets, and multi-factor authentication (MFA) administration
Deliver exceptional customer service while communicating technical information clearly to non-technical users
Incident & Request Management
Create, update, manage, and resolve Incident and Request records within ServiceNow in accordance with ITIL best practices
Document troubleshooting activities, resolution steps, and customer communications accurately and thoroughly
Monitor and manage ticket queues to ensure compliance with established service level agreements (SLAs)
Escalate issues to appropriate Tier 2 or Tier 3 support teams when additional expertise o
📌 Global Service Desk Technician Chennai (India)
🏢 Kbr
📍 India