IT Service Desk Engineer

Burns & McDonnell India; Mumbai; On-site; INR 500,000 - 700,000; Full time

Job summary

Burns & McDonnell India in Mumbai is seeking a skilled IT Service Desk Engineer to join the IT support team. The role requires at least 3 years of hands-on IT support experience with ServiceNow and strong knowledge of Windows OS, Office 365, and AD.

You will be the first point of contact for users, troubleshoot issues, manage tickets in ServiceNow, and ensure SLAs are met while delivering remote and in-person support. On-call rotation may apply.

Qualifications

• Bachelor's degree in Information Technology or a related field.
• Minimum of 3 years in IT Service Desk or technical support.
• Proficient with ServiceNow for ticketing and ITSM.
• Strong knowledge of Windows OS and Office 365.
• Understanding of networking basics (TCP/IP, DNS, DHCP).
• Excellent communication and customer-service skills.

Responsibilities

• Serve as the first point of contact for IT support requests via phone, email, or ticketing system.
• Troubleshoot hardware, software, and network issues on laptops and peripherals.
• Maintain accurate updates of all tickets in ServiceNow.
• Escalate complex issues and communicate with users throughout resolution.
• Perform Active Directory user management tasks (onboarding, offboarding, passwords).
• Ensure SLAs are met and documented.
• Contribute to knowledge base and IT asset management.
• Provide remote and in-person support as needed.
• Participate in on-call rotation if required.

Skills

Customer service

Troubleshooting

Communication

ServiceNow

Education

Bachelor's degree in Information Technology

Tools

ServiceNow

Office 365

Active Directory

Windows OS

Job description

Job 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

• 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

Requirements