Engineer II

Insight; Gurugram District; Hybrid; INR 550,000 - 700,000; Full time

Benefits offered by this job

Freedom to work from another location

Medical Insurance

Health Benefits

Professional Development: Learning

Shift Allowance

Job summary

Insight is seeking a Services Technician (Service Desk - Level 2) to provide advanced end‑user computing support in a multi‑tier MSP environment. You will own tickets end‑to‑end, deliver high‑quality resolutions, and collaborate with Level 2.5 teams on complex issues.

Responsibilities include diagnosing incidents across Microsoft 365, Entra ID, MFA, Intune, VPNs, and Adobe apps, maintaining ticket integrity, and contributing to knowledge bases.

Qualifications

• 2–4 years of experience in Service Desk or Managed Services.
• Hands-on experience supporting Windows 10/11, Microsoft 365 and Exchange Online.
• Strong English verbal and written communication for global users.

Responsibilities

• Diagnose, troubleshoot, and resolve escalated incidents and service requests within SLA targets using ServiceNow.
• Maintain accurate ticketing records, updates, and documentation for audit readiness.
• Escalate complex issues to Level 2.5 with diagnostics and collaborate with cross‑functional teams.
• Create knowledge articles and SOPs to improve Level 1.5 capabilities.

Skills

English (verbal/written)

Customer service

Incident management

Tools

ServiceNow

Windows 10/11

Microsoft 365

Exchange Online

Entra ID

MFA

Microsoft Intune

Cisco AnyConnect VPN

Adobe applications

Job description

Requisition Number: 106379
Engineer II-Service Desk

Location: This is a hybrid opportunity in Delhi NCR, Bangalore, Hyderabad, Gurugram area.

Insight at a Glance

• 14,000+ engaged teammates globally with operations in 25 countries across the globe.
• Received 35+ industry and partner awards in the past year
• $9.2 billion in revenue
• #20on Fortune’s World'sBest Workplaces™ list
• #14 on Forbes World's Best Employers in IT – 2023
• #23 on Forbes Best Employers for Women in IT- 2023
• $1.4M+ total charitable contributions in 2023 by Insight globally

Now is the time to bring your expertise to Insight. We are not just a tech company; we are a people‑first company. We believe that by unlocking the power of people and technology, we can accelerate transformation and achieve extraordinary results. As a Fortune 500 Solutions Integrator with deep expertise in cloud, data, AI, cybersecurity, and intelligent edge, we guide organisations through complex digital decisions.

About The Role

As a Services Technician (Service Desk - Level 2), you will provide advanced end‑user computing support within a multi-tier MSP Service Desk environment and resolve escalated incidents and service requests across modern workplace technologies. We will count on you to own tickets end-to-end, deliver high‑quality resolutions, and collaborate with Level 2.5 teams on complex or engineering-level issues.

Along the way, you will get to:

• Diagnose, troubleshoot, and resolve escalated incidents and service requests within SLA targets using ServiceNow, including issues across Microsoft 365, Exchange Online, Windows 11, Entra ID, MFA, Intune, Cisco AnyConnect VPN, Adobe applications, and peripheral devices.
• Maintain accurate ticket categorization, prioritization, work notes, user updates, resolution validation, and documentation to support SLA compliance and audit readiness.
• Escalate complex issues to Level 2.5 with complete diagnostics and collaborate with infrastructure, security, and application teams, including participation in major incident calls.
• Create and maintain knowledge articles, SOPs, and troubleshooting guides; identify recurring issues; and strengthen Level 1.5 capability through feedback and knowledge transfer.
• Be AmbITious: This opportunity is not just about what you do today but also about where you can go tomorrow. When you bring your hunger, heart, and harmony to Insight, your potential will be met with continuous opportunities to upskill, earn promotions, and elevate your career.

What we’re looking for

• 2-4 years of experience in Service Desk, Desktop Support, or a Managed Services environment, with the ability to work effectively in a fast‑paced, SLA‑driven, 24x7 support environment.
• Hands‑on experience supporting Windows 10/11, Microsoft 365 and Exchange Online, Microsoft Entra ID, MFA, Microsoft Intune, Cisco AnyConnect VPN, Adobe applications, and peripheral devices.
• Experience using ServiceNow or a similar ITSM platform, including ticket lifecycle management, documentation, SLA adherence, structured troubleshooting, and root cause analysis.
• Strong English verbal and written communication skills for supporting global users, explaining technical issues clearly, and documenting troubleshooting steps and resolutions.

What you can expect

Benefits

We’re legendary for taking care of you, your family and to help you engage with your local community. We want you to enjoy a full, meaningful life and own your career at Insight. Some of our benefits include:

• Freedom to work from another location—even an international destination—for up to 30 consecutive calendar days per year.
• Medical Insurance
• Health Benefits
• Professional Development: Learning Platform and Certificate Reimbursement
• Shift Allowance

But what really sets us apart are our core values of Hunger, Heart, and Harmony, which guide everything we do, from building relationships with teammates, partners, and clients to making a positive impact in our communities.

At Insight, we celebrate diversity of skills and experience so even if you don’t feel like your skills are a perfect match - we still want to hear from you!

Insight does not accept unsolicited resumes from recruiters or employment agencies. Unsolicited resumes will be treated as direct applications from the candidate, and recruiters or agencies who submit candidates for this position without a prior, written vendor agreement will not be eligible for any form of compensation, even if the candidate is hired.

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Insight India Location:Level 16, Tower B, Building No 14, Dlf Cyber City In It/Ites Sez, Sector 24 &25 A Gurugram Gurgaon Hr 122002 India