IT Service Desk Engineer

6 days ago

Hybrid Bangalore India Abnormal Full time ₹ 4,50,000 - ₹ 7,50,000 per year
The Opportunity

Abnormal Security is building a world-class IT function to support our rapid global growth. We are seeking an experienced and service-driven IT Service Desk Engineer to deliver high-quality technical support to our teams across India, Japan, Australia, and Singapore.

This role is critical in ensuring our employees have a seamless technology experience from day one providing responsive support, managing endpoint lifecycle, and driving operational excellence in our IT environment.The ideal candidate thrives in a fast-paced, hybrid work environment, is equally comfortable with macOS and Windows ecosystems, and has a passion for delivering best-in-class end-user support.

Key Responsibilities
End-User Support & Incident Management
  • Serve as the primary point of contact for IT support requests from both onsite and remote employees.
  • Manage incidents and service requests through ticketing systems (e.g., ServiceNow, JIRA) including logging, triaging, tracking, and resolving issues.
  • Provide hands-on support for video conferencing tools (e.g., Zoom), printers, and general office IT infrastructure.
  • Escalate complex issues to senior engineers, ensuring timely follow-up and resolution.

Device Lifecycle & Access Management
  • Deploy, configure, troubleshoot, and decommission macOS and Windows laptops/desktops.
  • Handle all aspects of employee onboarding and offboarding, including hardware/software provisioning and access rights management.
  • Administer endpoint and SaaS applications, manage license allocations, and troubleshoot access/performance issues.

Tools, Platforms & Documentation
  • Support SaaS platforms including Okta, Google Workspace, Microsoft 365, Slack, and Zoom.
  • Maintain and update IT documentation (troubleshooting guides, SOPs, best practices) using Confluence and Google Drive.
  • Contribute to IT projects such as infrastructure upgrades, automation initiatives, and security enhancements.

Required Qualifications
  • 4–5 years of experience in IT support or service desk roles supporting both macOS and Windows environments.
  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Proven experience with end-user hardware setup, configuration, and lifecycle management.
  • Proficiency with SaaS applications including Okta, Google Workspace, Microsoft 365, Slack, and Zoom.
  • Familiarity with Active Directory, identity and access management (SAML, Okta), and VPN support.
  • Working knowledge of basic networking (TCP/IP), endpoint security, and mobile device management tools (e.g., Jamf, VMware Workspace ONE).
  • Strong problem-solving skills, with the ability to efficiently prioritize and execute tasks.
  • Excellent customer service, interpersonal, and communication skills.

Soft Skills
  • Customer-centric mindset with a passion for creating frictionless user experiences.
  • Strong communication and collaboration skills across global teams.
  • Proactive problem solver who thrives in a fast-paced environment.
  • Organized, detail-oriented, and committed to continuous improvement

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