IT Engineer

Burns & McDonnell; Bengaluru; On-site; INR 400,000 - 700,000; Full time

Job summary

A leading engineering firm is seeking an IT Support Specialist in Bengaluru, India. The candidate will be the first point of contact for IT support requests and will troubleshoot hardware, software, and network issues. Responsibilities also include user account management and maintaining service level agreements. A Bachelor's degree in IT or related field and a minimum of 3 years of experience in IT support are required. This full-time position may require rotational shifts for 24x7 support and participation in on-call rotations.

Qualifications

• 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 and common applications.

Responsibilities

• Serve as the initial point of contact for IT support requests.
• Troubleshoot and resolve hardware, software, and network issues.
• Manage user accounts and perform onboarding and offboarding.

Skills

IT Service Desk experience

Customer service orientation

Troubleshooting

Windows OS knowledge

Communication skills

Education

Bachelor's degree in Information Technology or related field

Tools

ServiceNow

Active Directory

Remote support tools

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