IT Engineer

Role Overview

Act as the primary contact for all IT-related support queries, incidents, and requests through phone, email, or the ServiceNow ticketing platform.

Key Responsibilities

• Diagnose and resolve issues related to hardware, software, and network devices including laptops and peripheral equipment.
• Ensure all assigned tickets are promptly and accurately updated within the ServiceNow system.
• Escalate unresolved or more complex issues to relevant technical teams while consistently communicating with the user.
• Manage user accounts through onboarding, offboarding, password resets, and permission modifications utilizing Active Directory and associated tools.
• Adhere to and document all service level agreements (SLAs) associated with IT support tasks.
• Contribute to the creation and maintenance of technical documentation, FAQs, and knowledge base content.
• Support asset management efforts by tracking IT inventory and related processes.
• Deliver both remote and onsite user support as necessary.
• Participate in rotational on-call duties or extended service hours if required.

Qualifications and Skills

• Bachelor's degree, preferably in Information Technology or a closely related discipline.
• At least three years of experience in IT service desk or technical support roles.
• Experience with ServiceNow platform for ticketing and IT service management.
• Proficient knowledge of Windows operating systems, Office 365 suite, and standard user applications.
• Understanding of networking basics including TCP/IP, DNS, and DHCP protocols.
• Familiarity with Active Directory for user and permissions management.
• Effective communication skills, both written and verbal.
• Strong emphasis on customer service and troubleshooting aptitude.

Preferred Qualifications

• Certification in ITIL Foundation.
• Experience using remote support software such as RDP, Zoho Quick Assist, or Microsoft Teams.
• Exposure to Mac OS environments and conference room technology management.

Working Conditions

• Willingness and availability to work rotating shifts supporting global users 24/7.
• Flexibility to work outside regular business hours or weekends for system maintenance or project commitments.

Additional Information

The position will remain open for a minimum of 72 hours and will continue to accept applications until filled. The job schedule is full-time with no travel requirements. The primary workplace location is Bengaluru, Karnataka, India.