Role Context: We are looking for an experienced IT Service Desk Engineer (L1.5) to support end users in an international, multi-site enterprise environment. It is for IT skilled who can independently investigate and resolve technical issues beyond basic first-line support, take ownership of incidents and service requests, and escalate complex issues to specialist L2/L3 teams when required. The ideal candidate combines strong Microsoft workplace technology skills with a good understanding of ITSM/ITIL processes and a customer-focused approach.

Key Responsibilities
• Independently investigate, troubleshoot and resolve L1.5 incidents and service requests, ensuring timely resolution and SLA compliance.
• Provide technical support for Windows, Microsoft 365, Outlook, Teams, SharePoint, OneDrive and other workplace applications.
• Troubleshoot user access, authentication, MFA, VPN, Wi-Fi, connectivity, printers, laptops, desktops and mobile devices.
• Manage user accounts, permissions, password resets, access requests and onboarding/offboarding activities using Active Directory and Microsoft Entra ID.
• Support device configuration, software installation, endpoint management and basic device compliance activities.
• Own assigned tickets throughout their lifecycle, including prioritization, investigation, documentation, user communication and resolution.
• Perform meaningful technical analysis before escalating complex issues to L2/L3 teams, ensuring clear documentation of troubleshooting steps and findings.
• Work with ITSM tools to manage incidents, service requests, escalations and SLA performance.
• Maintain accurate asset records, knowledge articles, troubleshooting guides and operational documentation.
• Collaborate with infrastructure, security,



application and regional support teams to resolve incidents and improve service delivery.
• Identify recurring issues and contribute to problem management, process improvements, automation and knowledge sharing. Required Skills & Experience
• Minimum 5 years of experience in IT Service Desk, Technical Support, Desktop Support or End-User Support.
• Proven ability to independently troubleshoot and resolve technical issues beyond basic L1 support.
• Strong hands-on experience with Microsoft Windows and Microsoft 365, including Outlook, Teams, SharePoint and OneDrive.
• Practical experience with Active Directory / Microsoft Entra ID, user provisioning, access management and MFA.
• Experience troubleshooting laptops, desktops, software, VPN, connectivity and workplace technology.
• Experience working with enterprise ITSM/ticketing tools such as ServiceNow, BMC Helix, Freshservice, Jira Service Management or equivalent.
• Good understanding of ITIL/ITSM processes, particularly incident management, request fulfilment, escalation and SLA management.
• Ability to prioritize tickets, communicate clearly with users and take ownership of issues through resolution.
• Strong analytical, troubleshooting, documentation and customer service skills.
• Fluent written and spoken English. Preferred / Nice-to-Have Skills
• Experience with Microsoft Intune or other endpoint management platforms.
• ITIL Foundation or relevant Microsoft certifications.
• Experience supporting users across multiple countries, sites or time zones.
• Exposure to problem management, change management, asset management and knowledge management.
• Experience with software deployment, device provisioning and lifecycle management.
• Experience contributing to Service Desk process improvement or automation initiatives.
• Dutch and/or Spanish language skills.

📌 IT Service Desk Engineer (India)
🏢 ATCON GLOBAL
📍 India