We are hiring for Service Desk Engineer – AI First

- Position Name: Service Desk Engineer – AI First
- Experience: 2–6 Years
- Job Type: Permanent / Full-Time
- Education: B.Tech / M.Tech / MCA (CSE, IT, or related technical field)

Position Summary

As a Service Desk Engineer, you will be responsible for resolving customer issues across our CCaaS platform, Voice AI Hub, and ServiceNow integrations.

You will use AI-assisted tools, CLI-based investigation, logs, IVR traces, APIs, and automation scripts to identify root causes and resolve technical issues. You will also evaluate AI-generated analysis critically, validate findings against actual evidence, and help improve our AI-driven support systems.

We value technical aptitude, troubleshooting ability, curiosity, and demonstrated skills over simply the number of years of experience.

Key Responsibilities

- Own and resolve customer support tickets across the CCaaS platform, Voice AI Hub, and ServiceNow integrations while meeting SLA and quality targets.
- Investigate technical issues using AI-assisted tools, CLI, logs, IVR traces, and Voice AI interaction records.
- Analyze and validate AI-generated troubleshooting and triage recommendations against actual logs, traces, configurations, and other technical evidence.
- Identify incorrect or incomplete AI analysis and provide appropriate feedback.
- Troubleshoot Voice AI agent behavior by reviewing conversation transcripts and identifying prompt, intent, configuration, or call-flow issues.
- Reproduce technical issues and perform structured root-cause analysis.
- Develop automation scripts using Python or Bash to improve investigation workflows and eliminate repetitive tasks.
- Enrich support tickets with relevant technical findings and evidence.
- Escalate complex issues to L3 teams with complete, structured, and evidence-backed handoffs.




- Collaborate with TAMs and other internal teams to support enterprise customers.
- Develop knowledge of the ServiceNow ecosystem, including CSM, ITSM, OpenFrame, and Agent Workspace.

Required Qualifications & Technical Skills

- B.Tech / M.Tech / MCA in Computer Science, Information Technology, or a related technical field.
- Strong troubleshooting and analytical mindset with the ability to form hypotheses, gather evidence, and systematically isolate root causes.
- Practical experience using AI tools for technical troubleshooting and investigation.
- Ability to write effective prompts, iterate on AI-generated results, and identify hallucinations or incomplete/incorrect AI responses.
- Comfortable working with the command line/terminal.
- Good understanding of log analysis and filtering using tools such as grep, jq, and regular expressions.
- Hands-on experience working with JSON and APIs.
- Basic-to-intermediate scripting skills in Python or Bash.
- Robust customer-service orientation and ability to remain composed under pressure.
- Excellent written and verbal communication skills in English.
- Ability to participate in customer troubleshooting calls and communicate technical findings clearly.
- Ability to convert technical investigations into clear customer updates and RCAs.

Good to Have

- Knowledge of contact center and telephony concepts, including SIP, IVR, call flows, and CTI.
- Familiarity with ServiceNow.
- Understanding of LLM concepts, prompting techniques, context windows, hallucination/failure modes, and agentic tool usage.
- Experience with observability and monitoring tools such as Grafana, CloudWatch, or log aggregation platforms.
- Knowledge of SQL.
- Experience working with CCaaS, Voice AI, conversational AI, or enterprise support platforms.

Intrested candidates share cv on [email protected]

Pay: ₹200,000.00 - ₹3,000,000.00 per year

Work Location: In person

📌 Service Desk Engineer – AI First (hybrid mode-Noida) (India)
🏢 Resolink Technologies Private
📍 India