Helpdesk Engineer II

Rocket Homes Real Estate LLC; Chennai District; Hybrid; INR 420,000 - 640,000; Full time

Job summary

Rocket India is seeking a Helpdesk Engineer I to troubleshoot and resolve end-user hardware, software, application, access, and connectivity issues quickly while managing incidents and service requests to meet SLAs.

You will document everything in the ITSM system, communicate clearly with users, mentor teammates, collaborate with internal tech teams, and help build knowledge bases and processes that raise first-contact resolution and overall service quality.

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.

Responsibilities

• 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.

Skills

IT Helpdesk

Troubleshooting

Windows & M365

AD/Entra ID

ITSM ServiceNow

Incident & SLA management

Communication

Customer focus

Tools

ServiceNow

Job description

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.

As part of the ecosystem of Rocket we transform talented candidates into passionate team members who thrive in our world of opportunities. Join us in our mission to shape the future of our industries and make a lasting impact in our communities and beyond.