Position Summary
The IT Service Desk Engineer serves as the point of contact for all IT incidents and service requests across the Api Group GCC and other sites on-demand service requests. The role is responsible for providing efficient support, restoring services where possible, communicating effectively with users, and escalating unresolved issues to appropriate L2 and global support teams.
Key Responsibilities
End User Support
• Provide support (L1.5) for Windows 10/11 end-user devices.
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, and Office applications.
• Troubleshoot basic desktop, laptop, peripheral, and printing issues.
• Assist users with software installations, OS Imaging and standard application troubleshooting.
• Support mobile devices and approved mobile applications.
• AV support

Identity & Access Management
• Perform Active Directory user administration tasks.
• Support Entra ID, MFA enrolment, and authentication issues.
• Manage password resets, account unlocks, and access requests.

Network & Connectivity Support
• Troubleshoot VPN, Wi-Fi,



and network connectivity issues.
• Resolve basic DNS, DHCP, and TCP/IP related issues.
• Escalate complex network incidents to L2 Infrastructure support.

IT Service Management
• Log, categorize, prioritize, and track incidents through ServiceNow.
• Ensure tickets are updated with appropriate documentation and resolution notes.
• IT asset management
• Meet service levels and response targets.

• Solid understanding of CMDB administration and configuration management processes.
• Proven ability to manage CMDB-related tickets while ensuring the accuracy, consistency, and quality of configuration data.

Security Support
• Perform initial security incident triage.
• Escalate suspected security events according to established procedures.
• Follow security and compliance guidelines during support activities.

Required Skills
Technical Skills
• Windows 10/11
• Microsoft 365 Administration and

📌 Service Desk Engineer (Bengaluru)
🏢 Chubb Fire & Security Group
📍 Bengaluru