IT Service Desk Engineer

5 days ago

Pune, Maharashtra, India Emmersive Technologies Full time ₹ 20,00,000 - ₹ 30,00,000 per year

Position: IT Service Desk Analyst

Location: Pune (Onsite)

Shift: 24x7 Rotational Shift

Experience Level: 1-3 years

About the Role:

We are looking for a dynamic and customer-focused Service Desk Analyst to join our IT team. The ideal candidate will be a tech-savvy individual with a strong understanding of Windows, macOS, Office 365, VPN, and MDM technologies. You will play a crucial role in delivering world-class IT support to internal users and helping us maintain operational excellence.

Key Responsibilities:

  • Provide first- and second-level IT support via phone, email, chat, and ticketing tools.

  • Troubleshoot and resolve issues related to:

  • Windows and macOS systems

  • Office 365 applications (Teams, Outlook, SharePoint, OneDrive, etc.)

  • VPN connectivity and network access

  • Mobile Device Management (e.g., Intune, JAMF, AirWatch)

  • Install, configure, and maintain software and hardware for laptops, desktops, and mobile devices.

  • Administer Active Directory user management (password resets, account unlocks, group policies).
  • Escalate complex issues to appropriate teams with complete technical context.
  • Maintain accurate records of all user interactions and issue resolutions in the ITSM system.
  • Monitor key infrastructure services (disk space, backup status, system health) using standard tools.
  • Contribute to the knowledge base and help develop documentation for recurring issues.
  • Participate in onboarding and offboarding processes from an IT support perspective.
  • Follow ITIL-aligned best practices for incident, request, and problem management.
  • Proactively identify opportunities for automation or improvement in support processes.
  • Use monitoring tools and observability platform to communicate service impact to users
  • Prepare outage notification and handle crisis bridge
  • Work on infrastructure and application related critical incidents to follow up with respective support teams

Required Skills & Qualifications:

  • 1–3 years of experience in a similar Service Desk or IT Support role.
  • Graduate in any discipline.

  • Proficiency in supporting:

  • Windows 10/11 and macOS environments

  • Microsoft 365 suite (Exchange Online, Teams, SharePoint)

  • VPN technologies (Cisco AnyConnect, FortiClient, etc.)

  • MDM platforms (Microsoft Intune, JAMF, Workspace ONE)

  • Basic understanding of networking concepts: DNS, DHCP, TCP/IP.

  • Familiarity with ITSM tools (Jira, BMC Helix, etc.)
  • Strong analytical and troubleshooting skills with a keen attention to detail.
  • Excellent communication and customer service skills.
  • Ability to prioritize tasks in a fast-paced environment.

Preferred/Trending Skills:

  • Familiarity with Agentic AI tools and how they can be leveraged to enhance service desk efficiency and ticket resolution.
  • Exposure to Endpoint Detection and Response (EDR) tools like CrowdStrike, SentinelOne.
  • Awareness of Zero Trust Security principles and Identity Access Management (IAM).
  • Hands-on with automation scripts (PowerShell, Bash) is a plus.
  • Understanding of cloud platforms (Azure/AWS) and basic monitoring tools (Datadog, PRTG, Zabbix).
  • Familiarity with Self-Service Portals and AI-based ticket triaging systems.
  • ITIL v4 Foundation certification is a plus.
  • Knowledge of Monitoring tools , BMC Helix Operations Management, BMC TrueSight, - ( Good to Have )

Job Types: Full-time, Contractual / Temporary

Pay: ₹20, ₹25,000.00 per month

Work Location: In person

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