We are seeking a highly motivated and customer-focused Service Desk Engineer to provide Level 1/Level 2 IT support services in a 24x7 operational environment. The candidate will be responsible for incident resolution, service request fulfillment, troubleshooting end-user issues, supporting collaboration platforms, and ensuring high service availability across global locations.
Key ResponsibilitiesService Desk Operations
- Provide first-line and second-line technical support to end users.
- Handle incidents, service requests, and escalations as per defined SLAs.
- Monitor, troubleshoot, and resolve hardware, software, and network-related issues.
- Support major incident management activities and critical issue resolution.
- Maintain accurate documentation of incidents, troubleshooting steps, and resolutions.
Unified Communications & Collaboration Support
Support and troubleshoot:
- Microsoft Teams
- Zoom Meetings and Zoom Rooms
- Avaya Telephony Systems
- Audio Visual (AV) conferencing equipment
- Microsoft 365 applications
End User Computing Support
- Windows desktop and laptop support.
- Outlook, Office 365, Exchange Online support.
- Active Directory user administration.
- Printer and peripheral troubleshooting.
- Remote support for global users.
Automation & Scripting
- Develop and maintain automation scripts to improve operational efficiency.
- Utilize:
- PowerShell
- Python
- Shell Scripting
- Hands-on experience with:
- Ansible
- Terraform
- Support Infrastructure-as-Code (IaC) and automation initiatives.
Technical SkillsMandatory Skills
- Microsoft Teams Administration and Troubleshooting
- Zoom Administration and Support
- Avaya Voice/Telephony Systems
- Audio Visual (AV) Room Support
- Windows 11 Support
- Microsoft 365 Suite
- Active Directory
- Incident & Service Request Management
- Remote Desktop Support
Preferred Skills
- ITIL Foundation Certification
- ServiceNow or equivalent ITSM tools
Support Coverage
- Willingness to work in a 24x7 shift-based support environment.
- Comfortable with rotational shifts, weekend support, and on-call duties.
- Ready to support global business operations across multiple time zones.
Experience
- 1-3 years of experience in Service Desk, End User Support, or IT Operations.
- Experience supporting enterprise collaboration and telephony platforms.
- Experience in multinational/global support environments is preferred.
Soft Skills
- Excellent verbal and written communication skills.
- Robust customer service orientation.
- Analytical problem-solving skills.
- Ability to prioritize and manage multiple tasks.
- Team player with a proactive approach to issue resolution.
Additional Requirement
- Candidate must be open to rotational shifts and 24x7 operational support.
- Willingness to participate in major incident bridges, after-hours support, and business continuity activities.
Skill RequirementsOther Requirements
📌 Sr Analyst (India)
🏢 HCL Technologies
📍 India
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