IT Service Desk Engineer

Burns & McDonnell; Mumbai; On-site; INR 420,000 - 700,000; Full time

Job summary

Burns & McDonnell is seeking a skilled IT Service Desk Engineer in Mumbai to provide first- and second-level support across the organization. You will handle tickets in ServiceNow, troubleshoot hardware, software, and network issues, manage user accounts in Active Directory, and ensure SLAs are met.

The role requires a minimum of 3 years in IT support, strong communication skills, and willingness to work in a 24x7 environment. On-site Mumbai location with contract schedule.

Qualifications

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

Responsibilities

• Serve as initial contact for IT support requests via phone, email, or ticketing system.

Skills

Customer service

Verbal communication

Written communication

Troubleshooting

Education

Bachelor's degree (IT)

ITIL Foundation (cert)

Tools

ServiceNow

RDP

Zoho Quick Assist

Teams

Active Directory

Job description

Description

We are seeking a skilled and customer-focused IT Service Desk Engineer to join our IT support team. The ideal candidate will have a minimum of 3 years of experience in IT support roles, with strong hands‑on experience using the ServiceNow platform. This role is responsible for providing first- and second-level technical support to end-users across the organization, ensuring that service requests and incidents are resolved efficiently and effectively.

Key Responsibilities

• 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

Required

• 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-Maharashtra-Mumbai

Schedule: Contract

Travel: No

Req ID: 263246

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