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 professional 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.
- Valuable 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 - Microsoft 365 & ITSM (India)
🏢 ATCON GLOBAL
📍 India