IT Engineer

Burns & McDonnell; Mumbai; On-site; INR 350,000 - 550,000; Full time

Job summary

Burns & McDonnell in Mumbai seeks an experienced IT Service Desk professional to act as the first point of contact for IT support requests. You will troubleshoot hardware, software, and network issues across laptops and peripherals, update tickets in ServiceNow, and ensure SLAs are met.

The role includes user account management in Active Directory and both remote and on-site support. The ideal candidate has 3+ years in IT service or technical support, strong communication skills, and ITIL

Qualifications

• Bachelor's degree in Information Technology or related field preferred.
• 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.

Responsibilities

• Serve as the initial point of contact for all IT support requests via phone, email, or ticketing system (ServiceNow).
• Troubleshoot and resolve hardware, software, and network issues on laptops and peripherals.
• Maintain accurate updates of all assigned tickets in ServiceNow.
• Escalate complex issues while maintaining ownership and communication with end users.
• Perform user account management tasks in Active Directory and related systems.
• Ensure SLAs are met and documented.
• Contribute to documentation of 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

ServiceNow

Windows OS

Office 365

Networking basics

Active Directory

Customer service

Troubleshooting

Remote support tools

Education

Bachelor's degree

Tools

ServiceNow

RDP

Zoho Quick Assist

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 equipment.

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-Maharashtra-Mumbai

Schedule: Contract

Travel: No