About Ascendion

Ascendion is a leader in AI-powered software engineering, helping businesses innovate faster, smarter, and with greater impact. We partner with Global 2000 clients across North America, UK, Europe, and APAC to solve complex challenges in data, experience design, software product engineering, and workforce transformation. Powered by expert engineers, thousands of AI agents, and our Engineering to the Power of AI™ (EngineeringAI) method, we deliver measurable outcomes that build trust, unlock value, and accelerate growth. Learn more at ascendion.com

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About the Role:

Role : Service Desk Engineer – L2

Location: Bangalore, India (on-site)

1. Role Overview

We are seeking an experienced Service Desk Engineer (L2) to deliver second-level technical support to a geographically distributed employee base. The position is based in India and forms part of a follow-the-sun global service desk that provides continuous coverage to users located across India as well as international locations including the United States, the United Kingdom, the Philippines and Mexico.

The successful candidate will act as the primary point of escalation for incidents and service requests that cannot be resolved at L1, taking end-to-end ownership from diagnosis through to resolution and closure. The role demands strong hands-on technical capability across end-user computing, endpoint management and endpoint security platforms, combined with the maturity to communicate effectively with users of varying technical proficiency and with senior stakeholders across multiple regions and time zones.

This is a delivery-focused, customer-facing role within IT Operations. It requires disciplined adherence to ITIL-aligned processes, consistent achievement of service level agreements, and a proactive contribution to problem management, knowledge management and continual service improvement.

2. Scope of Support and Global Coverage

• The role is based in India; however, the supported user community is global. Support is delivered remotely to employees across all operating locations.

• Primary user base: employees across multiple office locations and remote sites within India.

• International user base: employees located in the United States, the United Kingdom, the Philippines and Mexico.

• Coverage is provided on a 24x7 rotational shift model, with shift allocation aligned to the business hours of the regions being supported (including North American, European and APAC time windows).

• All support is provided in English, using remote support tooling, voice, chat, email and the enterprise ticketing platform. No international travel or relocation is required.

• The engineer is expected to remain aware of regional public holidays, local business calendars and site-specific requirements when planning, prioritising and communicating on incidents.

3. Key Responsibilities

3.1 Incident, Request and Escalation Management

• Provide L2-level technical support, diagnosis and troubleshooting for end-user issues raised across all supported geographies.

• Own, manage and resolve incidents and service requests logged through Zendesk and Freshworks (Freshservice), ensuring resolution within agreed service level agreements.

• Act as the escalation point for L1 analysts; validate the accuracy of triage, provide guidance, and take handover of complex or ageing tickets.

• Prioritise and categorise tickets correctly based on business impact, urgency, VIP status and regional criticality.

• Escalate to L3 teams, infrastructure specialists or external vendors where required,



retaining ownership of the user communication and follow-through until closure.

• Maintain timely, accurate and professional updates in the ticketing system so that users and stakeholders in any region have visibility of progress.

3.2 Endpoint and Device Management

• Administer, configure and troubleshoot corporate devices through Microsoft Intune, including enrolment, compliance policies, configuration profiles, application deployment and conditional access issues.

• Support Windows and macOS endpoints, covering operating system issues, patching, driver and peripheral faults, performance degradation and profile corruption.

• Manage device lifecycle activities such as provisioning, imaging, re-imaging, remote wipe, retirement and asset record accuracy for users across all supported countries.

• Troubleshoot mobile device management issues on corporate and BYOD devices in line with organisational policy.

• Provide support for collaboration and productivity platforms, including Microsoft 365, Exchange Online, Teams, OneDrive and SharePoint, along with identity and access issues in Microsoft Entra ID / Active Directory.

• Diagnose network connectivity and remote access issues, including Wi-Fi, VPN, DNS and printing, coordinating with network teams where required.

3.3 Endpoint Security and Compliance

• Monitor, triage and respond to endpoint security alerts and incidents raised through SentinelOne, taking appropriate containment action in accordance with defined runbooks.

• Investigate detections, perform initial analysis, quarantine or isolate affected endpoints and escalate confirmed threats to the information security team.

• Support security hygiene activities such as agent health verification, policy compliance checks, patch compliance reporting and remediation follow-up.

• Ensure that all support activity is carried out in line with organisational information security, data protection and access control policies, recognising that regional data handling requirements may differ.

3.4 Stakeholder Coordination and Global Communication

• Coordinate with team leads, regional IT contacts and senior stakeholders to drive resolution of complex, high-impact or escalated technical issues.

• Communicate clearly and professionally with users of differing technical backgrounds, adapting tone and language to the audience while maintaining a consistent service standard across all regions.

• Provide structured handover at shift change so that in-flight incidents transition seamlessly between engineers in the follow-the-sun model.

• Participate in major incident calls and bridge conversations when required, providing accurate status updates and endpoint-level diagnostics.

• Support onboarding and offboarding activity for joiners and leavers across all supported locations, ensuring timely and compliant completion.

3.5 Documentation, Reporting and Continuous Improvement

• Document root cause, diagnostic steps and resolution detail for every ticket, maintaining records to a standard suitable for audit and reporting purposes.

• Create and maintain knowledge base articles, standard operating procedures and self-help content to enable L1 shift-left and user self-service.

• Identify recurring and trending issues, contribute to formal root-cause analysis and propose permanent corrective actions.

• Contribute to automation and process improvement initiatives that reduce ticket volume, manual effort and resolution time.

• Support periodic reporting on ticket volumes, SLA attainment, backlog and regional service performance as required by leadership.

4. Required Skills and Technical Competencies

• 4–5 years of demonstrable experience in a Service Desk, IT Support or End-User Computing role, with at least 2 years operating at L2 level.

• Prior experience supporting an international or multi-region user base, preferably including North America, EMEA or APAC locations.

• Hands-on administration experience with Microsoft Intune,



covering device enrolment, compliance and configuration policies, and application deployment.

• Working knowledge of SentinelOne or an equivalent endpoint detection and response (EDR) platform, including alert triage and containment actions.

• Practical experience with enterprise ticketing platforms, specifically Zendesk and Freshworks (Freshservice), including queue management and SLA workflows.

• Strong troubleshooting capability across Windows and macOS operating systems, endpoint hardware, peripherals and commonly used business applications.

• Sound understanding of Active Directory / Microsoft Entra ID, Microsoft 365 administration, group policy and role-based access management.

• Working knowledge of core networking concepts, including TCP/IP, DNS, DHCP, VPN and wireless connectivity troubleshooting.

• Familiarity with ITIL service management disciplines, particularly incident, request, problem and change management.

• Proven ability to work effectively in a 24x7 rotational shift environment while sustaining quality and responsiveness.

5. Preferred / Desirable Experience

• Exposure to remote monitoring and management, software distribution or patch management tooling.

• Experience with scripting or automation using PowerShell or a comparable language to streamline routine administrative tasks.

• Experience supporting VIP or executive users, including white-glove support standards.

• Familiarity with Jamf or other macOS management platforms.

• Prior experience in a managed services, shared services or global capability centre environment.

6. Behavioural and Interpersonal Skills

• Excellent verbal and written communication in English, with the clarity and cultural sensitivity required to support a multinational audience.

• Strong sense of ownership and follow-through, with the discipline to drive issues to closure without prompting.

• Professional, composed and customer-focused demeanour, particularly when handling escalations, outages or pressure situations.

• Effective coordination and interpersonal skills, with the confidence to engage cross-functional teams and senior stakeholders.

• Analytical and structured problem-solving approach, with attention to detail in diagnosis and documentation.

• Adaptability and a positive attitude towards rotational shifts, changing priorities and evolving technology.

• Cooperative team orientation, with a willingness to mentor L1 colleagues and share knowledge openly.

7. Qualifications and Certifications

• Bachelor's degree in Information Technology, Computer Science, Engineering or a related discipline, or equivalent practical experience.

• Relevant certifications are advantageous, including Microsoft Certified: Modern Desktop Administrator Associate, Microsoft 365 Certified: Endpoint Administrator Associate, ITIL Foundation, CompTIA A+ or CompTIA Network+.

• Vendor-specific training or certification on SentinelOne, Zendesk or Freshservice will be considered a plus.

8. Working Conditions

• Working location: India (Bangalore). The role does not require relocation or travel to overseas locations.

• Shift pattern: 24x7 rotational coverage, including night shifts, weekends and public holidays as per the published roster.

• Shift rotation is aligned to the business hours of the supported geographies (India, United States, United Kingdom, Philippines and Mexico) and is subject to periodic change based on business demand.

• Reliable participation in the roster, including planned coverage during peak periods and regional holiday windows, is a core requirement of the role.

9. Key Performance Indicators

• SLA attainment for response and resolution across assigned incidents and service requests.

• First-time-right resolution rate and reduction in ticket reopens or reassignments.

• End-user satisfaction and quality scores from post-resolution feedback.

• Accuracy and completeness of ticket documentation and asset records.

• Contribution to knowledge base coverage, L1 shift-left and reduction in recurring incidents.

• Timeliness of endpoint security alert triage and containment actions.

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📌 Service Desk Engineer (Bengaluru)
🏢 Ascendion Engineering
📍 Bengaluru