IT Service Desk Engineer

Overview

Provide first‑level IT support, resolve hardware/software issues, manage tickets and AD tasks.

Key Responsibilities

• asset management
• account management
• ticket management
• troubleshooting
• remote support
• sla compliance

Tasks

-Escalate complex or unresolved issues to appropriate support teams while maintaining ownership and communication with the end user. -Support IT asset management and inventory processes. -Ensure all service level agreements (SLAs) are met and documented appropriately. -Participate in on-call rotation or extended hours support, if required. -Perform user account management tasks including onboarding, offboarding, password resets, and permissions adjustments in Active Directory and related systems. -Serve as the initial point of contact for all IT support requests, incidents, and inquiries via phone, email, or ticketing system (ServiceNow). -Participate in documentation of technical processes, FAQs, and knowledge base articles. -Provide remote and in-person support as needed. -Maintain accurate and timely updates of all assigned tickets within the ServiceNow system. -Troubleshoot and resolve hardware, software, and network issues on laptop and other peripherals.

Requirements

• servicenow
• active directory
• itil
• bachelor's
• remote support
• 3 years

What You Bring

-Experience with remote support tools (e.g., RDP, Zoho Quick Assist, Teams) -Understanding of networking fundamentals (TCP/IP, DNS, DHCP). -Strong customer service orientation and troubleshooting abilities. -Bachelor's degree required. Preferred in Information Technology or a related field. -Ability to work in rotational shift for 24x7 support to users across the globe. -Experience with Active Directory and basic user management tasks. -Proficient in using ServiceNow for ticketing and ITSM processes. -ITIL Foundation certification. -Flexibility to work outside normal business hours or weekends as needed for system maintenance or project delivery. -Minimum of 3 years of experience in an IT Service Desk or technical support role. -Familiarity with Mac OS and Conference room equipment. -Strong knowledge of Windows OS, Office 365, and common laptops and user applications. -Excellent verbal and written communication skills.

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About Burns & Mcdonnell India

-Founded with a vision to tackle complex engineering challenges, the company is a key player in providing full-service engineering, architecture, and construction solutions. -Recognized across various industries for its expertise in infrastructure, energy, and industrial projects. -Involved in high-impact, high-visibility projects, from designing intricate power plants to constructing large-scale transportation networks. -Significantly contributes to renewable energy sectors, driving both wind and solar energy projects. -Excels at bringing innovative, sustainable designs to life, often serving as the main contractor for projects of national significance. -Operates across critical industries like utilities, energy, and government sectors, showcasing versatility and expertise in handling large-scale, complex undertakings. -Continues to shape the future of engineering in India and beyond through creativity, technical expertise, and industry needs understanding.

Sector Specialisms