IT Engineer

Burns & McDonnell; Bengaluru; On-site; INR 500,000 - 800,000; Full time

Job summary

Burns & McDonnell is seeking an IT Service Desk professional in Bengaluru to act as the first contact for IT support requests via phone, email, or the ServiceNow ticketing system. You will troubleshoot hardware, software, and network issues on laptops and peripherals, update tickets, and ensure SLAs are met.

The role requires a Bachelor's degree in IT or related field and 3+ years in IT service or technical support.

Qualifications

• 3+ years of experience in an IT Service Desk or technical support role.
• Proficient in using ServiceNow for ticketing and ITSM processes.
• Strong knowledge of Windows OS, Office 365, and common laptops and user applications.
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP).
• Experience with Active Directory and basic user management tasks.
• Excellent verbal and written communication skills.
• Strong customer service orientation and troubleshooting abilities.

Responsibilities

• Serve as the initial point of contact for IT support requests via phone, email, or ticketing system.
• Troubleshoot and resolve hardware, software, and network issues on laptops and peripherals.
• Maintain updates in ServiceNow and ensure SLAs are met.
• Escalate unresolved issues to appropriate teams while maintaining communication with the end user.
• Perform user account management tasks in Active Directory.
• Document technical processes, FAQs, and knowledge base articles.
• Support IT asset management and inventory processes.
• Provide remote and in-person support as needed.
• Participate in on-call rotation or extended hours support, if required.

Skills

Customer service

Troubleshooting

Communication

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

Active Directory

Office 365

RDP

Teams

Job description

Description

Serve as the initial point of contact for all IT support requests, incidents, and inquiries via phone, email, or ticketing system (ServiceNow).

• Troubleshoot and resolve hardware, software, and network issues on laptop and other peripherals.

• Maintain accurate and timely updates of all assigned tickets within the ServiceNow system.

• Escalate complex or unresolved issues to appropriate support teams while maintaining ownership and communication with the end user.

• Perform user account management tasks including onboarding, offboarding, password resets, and permissions adjustments in Active Directory and related systems.

• Ensure all service level agreements (SLAs) are met and documented appropriately.

• Participate in documentation of technical processes, FAQs, and knowledge base articles.

• Support IT asset management and inventory processes.

• Provide remote and in-person support as needed.

• Participate in on-call rotation or extended hours support, if required.

Qualifications

Bachelor's degree required. Preferred in Information Technology or a related field.

• Minimum of 3 years of experience in an IT Service Desk or technical support role.

• Proficient in using ServiceNow for ticketing and ITSM processes.

• Strong knowledge of Windows OS, Office 365, and common laptops and user applications.

• Understanding of networking fundamentals (TCP/IP, DNS, DHCP).

• Experience with Active Directory and basic user management tasks.

• Excellent verbal and written communication skills.

• Strong customer service orientation and troubleshooting abilities.

Preferred

• ITIL Foundation certification.

• Experience with remote support tools (e.g., RDP, Zoho Quick Assist, Teams)

• Familiarity with Mac OS and Conference room equipments.

Working Conditions

• Ability to work in rotational shift for 24x7 support to users across the globe.

• Flexibility to work outside normal business hours or weekends as needed for system maintenance or project delivery.

This job posting will remain open a minimum of 72 hours and on an ongoing basis until filled.

Job Information Technology

Primary Location India-Karnataka-Bengaluru

Schedule: Full-time

Travel: No

Req ID: 261303

Job Hire Type Experienced Not Applicable #BMI N/A