Senior Support Engineer

2 days ago


Bengaluru, Karnataka, India infinite Computer Solution Full time ₹ 4,00,000 - ₹ 8,00,000 per year

Here's a structured Job Description (JD) draft for the Sr. Service Desk Support Engineer & Lead, based on the details you provided:

Job Description: Sr. Service Desk Support Engineer & Lead

Position Overview

We are seeking a Senior Service Desk Support Engineer & Lead to join our IT operations team. This role is responsible for leading day-to-day Service Desk activities, resolving incidents, guiding junior analysts, and ensuring the highest levels of customer satisfaction. The ideal candidate will have strong technical expertise in end-user computing, leadership skills to mentor the team, and the ability to drive operational excellence.

Key Responsibilities

Service Desk Operations

  • Answer customer requests via telephone, email, or ticketing system in a professional manner.
  • Log all incidents and service requests accurately in the incident tracking system.
  • Provide first-level troubleshooting and resolution for:

  • Personal computing hardware.

  • Microsoft Windows and MS Office Suite.
  • Client access and business/clinical applications.
  • Miscellaneous PC software programs.
  • Isolate issues, determine root causes, and execute corrective actions to restore services efficiently.
  • Minimize escalations by resolving issues within scope of access and expertise.
  • Escalate unresolved issues to Level 2/3 support with complete and accurate documentation.

Leadership & Guidance

  • Provide mentoring, guidance, and technical assistance to Service Desk Analysts.
  • Act as the primary escalation point for complex or high-priority issues.
  • Collaborate with management to set measurable goals for the Service Desk and ensure team performance meets targets.
  • Ensure adherence to established SLAs and quality standards.
  • Promote a culture of customer focus, accountability, and continuous improvement.

Process & Documentation

  • Create, update, and maintain troubleshooting procedures and knowledge base articles.
  • Work with cross-functional teams to avoid repeat escalations.
  • Participate in audits, quality checks, and compliance-driven activities.
  • Assist in IT projects, system rollouts, and process improvements as assigned by management.

Customer Satisfaction

  • Partner with other IT support teams to ensure high levels of customer satisfaction.
  • Proactively identify opportunities to enhance the end-user support experience.
  • Monitor feedback and drive initiatives for continuous improvement.

Out of Scope

The following activities are excluded from this role's responsibilities:

  • Level 2 & 3 Support activities.
  • Enhancements, development, or fixes requiring access to product code (handled by product vendors).
  • Hardware break-fix activities, software/media backups, and device-related issues.
  • Production server installations or deployments.
  • Changes to external systems.
  • Support for Epic accounts or application-related questions.

Qualifications & Skills

  • Bachelor's degree in Computer Science, Information Technology, or related field (preferred).
  • 5+ years of experience in IT Service Desk/End User Support, with at least 2 years in a senior or lead role.
  • Strong knowledge of Microsoft Windows, MS Office Suite, and common business applications.
  • Excellent troubleshooting skills for hardware/software issues.
  • Familiarity with ITIL processes (Incident, Problem, Change Management).
  • Exceptional communication and interpersonal skills.
  • Proven ability to lead, mentor, and motivate a support team.
  • Strong documentation and process management abilities.

Key Competencies

  • Technical Expertise: Hands-on problem-solving in end-user computing.
  • Leadership: Ability to guide and mentor Service Desk Analysts.
  • Customer Focus: Commitment to delivering outstanding support experiences.
  • Collaboration: Works effectively across teams and stakeholders.
  • Accountability: Meets deadlines and maintains high-quality standards.

Qualifications

B. Tech or Graduation

Range of Year Experience-Min Year

4

Range of Year Experience-Max Year

7



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