Helpdesk Engineer II

Rocket India; Bengaluru; On-site; INR 1,000,000 - 1,500,000; Full time

Benefits offered by this job

Competitive compensation

Health and wellness benefits

Continuous learning opportunities

Job summary

Rocket India is seeking a Helpdesk Engineer II in Bengaluru to keep our teams connected, productive, and supported. You’ll troubleshoot end-user hardware, software, and access issues, manage incidents with SLAs, and document steps in ITSM to prevent gaps.

You’ll collaborate with internal teams, build knowledge articles, mentor junior engineers, and help improve first-contact resolution, while delivering a positive customer experience and reliable service.

Qualifications

• Proven experience in IT Helpdesk, Service Desk, or end-user technical support environments.
• Strong troubleshooting and problem-solving skills with root-cause focus.
• Working knowledge of Windows, Microsoft 365, Active Directory/Entra ID, remote support tools, and basic networking concepts.
• Hands-on experience with ITSM platforms such as ServiceNow.
• Solid understanding of incident management, request management, and SLA-driven processes.
• Strong verbal and written communication skills.

Responsibilities

• Troubleshoot and resolve end-user hardware, software, application, access, and connectivity issues.
• Manage incidents and service requests, maintaining SLA performance.
• Escalate complex challenges to appropriate experts as needed.
• Document troubleshooting steps and resolutions in ITSM systems.
• Communicate clearly with end users at all stages of support.
• Collaborate with internal teams to drive timely resolutions on escalations.
• Build knowledge base articles and process documentation.
• Mentor Helpdesk Engineer I colleagues to grow capabilities.

Skills

Troubleshooting

IT Helpdesk

Windows OS

Microsoft 365

Active Directory/Entra ID

ITSM (ServiceNow)

Incident management

Communication

Education

ITIL Foundation

CompTIA A+

Microsoft 365 Fundamentals

Tools

ServiceNow

Remote support tools

Microsoft 365 Admin Center

Job description

At Rocket India, we believe technology should make life simpler — and that starts with empowering the people behind it. As a Helpdesk Engineer II, you’ll be at the heart of keeping our teams connected, productive, and firing on all cylinders. You won’t just fix problems — you’ll deliver experiences that make people feel supported, heard, and taken care of. If you’re someone who thrives on solving puzzles, loves helping others, and wants to be part of a mission that’s transforming home financing for millions, this is your launchpad.

About the Role

• Troubleshoot and resolve end-user hardware, software, application, access, and connectivity issues — quickly and with confidence
• Manage incidents and service requests like a pro, keeping SLAs in check and support processes running smoothly
• Take on intermediate to complex technical challenges and know exactly when to loop in additional expertise through smart escalation
• Document every troubleshooting step, resolution, and key detail accurately in the ITSM system so nothing falls through the cracks
• Communicate clearly and professionally with end users at every stage — because great support is as much about how you say it as what you fix
• Partner with internal technical teams to drive timely resolution on escalated issues and keep momentum going
• Build out knowledge base articles, troubleshooting guides, and process documentation that make the whole team stronger
• Spot recurring issues and surface opportunities to boost first-contact resolution and elevate overall service delivery
• Share your expertise and mentor Helpdesk Engineer I team members, helping them grow and level up
• Consistently hit the mark on productivity, quality, customer satisfaction, and SLA performance metrics

About You

Minimum Qualifications:

• Proven experience in IT Helpdesk, Service Desk, or end-user technical support environments
• Strong troubleshooting and problem-solving skills — you dig until you find the root cause
• Working knowledge of Windows, Microsoft 365, Active Directory/Entra ID, remote support tools, and basic networking concepts
• Hands-on experience with ITSM platforms such as ServiceNow
• Solid understanding of incident management, request management, and SLA-driven processes
• Strong verbal and written communication skills
• A customer-first mindset with the ability to juggle multiple priorities without breaking a sweat

Preferred Qualifications:

• Relevant certifications such as ITIL Foundation, CompTIA A+, or Microsoft 365 Fundamentals
• Experience supporting users in a hybrid or remote work environment
• Familiarity with automation tools or scripting basics to streamline repetitive tasks
• Prior experience contributing to continuous improvement initiatives within a support function
• Exposure to cloud-based infrastructure and collaboration platforms beyond Microsoft 365

What You Will Get

At Rocket India, you’re not just joining a company — you’re joining a culture that invests in you. You’ll enjoy competitive compensation, comprehensive health and wellness benefits, and continuous learning opportunities that keep your skills sharp and your career trajectory climbing. We foster an environment where your ideas matter, your growth is prioritized, and your contributions directly impact the experience of millions. From collaborative workspaces to team events that actually bring people together, working here means being part of something bigger — a global team that’s redefining what’s possible in home financing, all while having a great time doing it.

About Us

Rocket India, registered as NSM Services Private Limited and formerly Mr. Cooper, is a wholly owned subsidiary of Rocket Mortgage, LLC, headquartered in Detroit, Michigan. As a core part of Rocket’s global ecosystem, Rocket India helps shape the future of home financing through technology, innovation, operations, product, and customer-focused solutions. Our teams build scalable platforms and digital experiences that simplify mortgage origination and servicing while supporting Rocket’s mission to “Help Everyone Home.”

We are committed to providing a fair and inclusive workplace for all team members and applicants. All qualified applicants will receive consideration for employment without regard to sex, religion, caste, disability, or gender identity, consistent with applicable Indian law, including the Constitution of India, the Code on Wages, 2019, the Rights of Persons with Disabilities Act, 2016, and the Transgender Persons (Protection of Rights) Act, 2019. We welcome applications from persons with disabilities and from all sections of society.