IT Engineer

Burns & McDonnell India; Mumbai; Presencial; INR 350 000 - 700 000; Tempo integral

Resumo da oferta

Burns & McDonnell India is seeking an IT Service Desk professional in Mumbai to be the first point of contact for IT support requests via phone, email, or ServiceNow.

You will troubleshoot hardware, software, and network issues on laptops and peripherals, manage user accounts in Active Directory, and ensure SLAs are met while delivering clear communication to end users. This role requires 24x7 shift availability.

Qualificações

• Bachelor's degree in IT or related field.
• Minimum 3 years in IT service desk or tech support.
• Proficient with ServiceNow and ITSM processes.

Responsabilidades

• Serve as the first contact for IT support requests via phone, email, or ticketing.
• Troubleshoot hardware, software, and network issues on laptops and peripherals.
• Maintain ticket updates in ServiceNow and own user communications.
• Escalate unresolved issues while maintaining ownership.
• Manage user accounts in Active Directory (onboarding/offboarding/password resets).
• Ensure SLAs are met and documented.
• Document technical processes and knowledge base articles.
• Support IT asset management and inventory.
• Provide remote and in-person support as needed.
• Participate in on-call rotation or extended hours when required.

Conhecimentos

IT support

ServiceNow

Windows OS

Office 365

Networking basics

Active Directory

Customer service

Formação académica

Bachelor's degree in IT

Ferramentas

RDP

Zoho Quick Assist

Microsoft Teams

Descrição da oferta de emprego

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

Req ID

264818

Job Hire Type

Contingent Worker (CWK) Not Applicable #BMI N/A