IT Service Desk Support Engineer

ThoughtFocus; Bengaluru; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

ThoughtFocus in Bengaluru is seeking an experienced IT Service Desk Support Engineer to provide first-line technical assistance for hardware, software, network, and applications. You will manage asset inventories, provisioning, and onboarding.

You will deliver end-user training on IT tools, monitor tickets to meet SLAs, and escalate complex issues to global IT teams while maintaining security and documentation standards.

Qualifications

• Bachelor's degree in computer science, information technology, or a related field.
• 7+ years in an IT Service Desk, Desktop Support, or End User Support role.
• Strong knowledge of Windows operating systems and Microsoft 365 applications.
• Experience with ITSM tools such as ServiceNow or Jira Service Management.

Responsibilities

• Provide first-line IT support for hardware, software, network, and application-related issues.
• Manage local IT asset inventory, including laptops, peripherals, accessories, and related equipment.
• Coordinate laptop provisioning, imaging, deployment, and replacement activities.
• Assist with onboarding of new employees by configuring devices, accounts, and providing IT orientation and training.
• Deliver end-user training on IT tools, security best practices, and company technology standards.
• Monitor and resolve Service Desk tickets within SLAs while maintaining high customer satisfaction.
• Coordinate with global IT teams to escalate and resolve complex technical issues.
• Support meeting room technology, printers, AV equipment, and office IT infrastructure.
• Maintain accurate documentation of IT assets, support procedures, and knowledge articles.
• Participate in IT projects and gradually take ownership of light engineering tasks as part of global IT initiatives.
• Ensure compliance with company security policies, software licensing, and IT governance standards.

Skills

Microsoft 365 administration

Hybrid/multi-cloud

Identity management

Security controls

Palo Alto firewall

Endpoint onboarding

Service desk support

Troubleshooting

Documentation

Communication

Education

Bachelor's degree in CS/IT

Tools

ServiceNow

Jira Service Management

Active Directory

Azure AD

PowerShell

Job description

About ThoughtFocus

ThoughtFocus is a global IT services and solutions company with deep capabilities across Data & Analytics, Cloud, Modern Engineering, and Financial Services technology. Headquartered in the US with delivery centers in India, we partner with leading enterprises to build scalable, future-ready technology solutions. Our teams are built on a culture of ownership, expertise, and long-term client partnerships — and talent is at the heart of how we grow. - https://thoughtfocus.com/

Job Title: IT Service Desk Support Engineer

Key Responsibilities

• Provide first-line IT support for users by troubleshooting hardware, software, network, and application-related issues.
• Manage local IT asset inventory, including laptops, peripherals, accessories, and related equipment.
• Coordinate laptop provisioning, imaging, deployment, and replacement activities.
• Assist with onboarding of new employees by configuring devices, accounts, and providing IT orientation and training.
• Deliver end-user training on IT tools, security best practices, and company technology standards.
• Monitor and resolve Service Desk tickets within agreed SLAs while maintaining high customer satisfaction.
• Coordinate with global IT teams to **escalate** and resolve complex technical issues.
• Support meeting room technology, printers, AV equipment, and office IT infrastructure.
• Maintain accurate documentation of IT assets, support procedures, and knowledge articles.
• Participate in IT projects and gradually take ownership of light engineering tasks as part of global IT initiatives.
• Ensure compliance with company security policies, software licensing, and IT governance standards.

Required Skills and Experience

The replacement resource should have experience in the following areas:

• Microsoft 365 administration and support.
• Hybrid and multi-cloud infrastructure environments.
• Identity, access, and permissions management.
• Strong understanding of security controls and change management.
• Palo Alto firewall knowledge or hands-on experience.
• General infrastructure engineering experience.
• Endpoint/laptop build and user onboarding support.
• Service desk support with the ability to handle hands-on local office needs.
• Ability to troubleshoot independently and **escalate** appropriately.
• Strong communication, documentation, and collaboration skills.

Desired Attributes

The client would prefer someone who is:

• More senior, engineering-minded, not just task-oriented and mature in judgement.
• Independent and proactive comfortable working without heavy day-to-day supervision.
• Transparent when mistakes or issues occur.
• Able to lead with ideas and recommendations.
• Willing to perform both higher-level technical work and basic local support tasks.
• Comfortable in a growing, fast-paced environment where processes are still being matured.

Required Qualifications

• Bachelor's degree in computer science, Information Technology, or a related field.
• 7+ years of experience in an IT Service Desk, Desktop Support, or End User Support role.
• Strong knowledge of Windows operating systems and Microsoft 365 applications.
• Experience supporting laptops, desktops, printers, and peripheral devices.
• Knowledge of Active Directory, Microsoft Entra ID (Azure AD), and basic networking concepts.
• Experience with ServiceNow, Jira Service Management, or similar ITSM tools.
• Familiarity with device imaging and deployment processes.
• Excellent troubleshooting, communication, and customer service skills.
• Ability to prioritize multiple support requests in a fast-paced environment.

Preferred Skills

• Experience with Microsoft Intune or endpoint management solutions.
• Basic PowerShell scripting knowledge.
• Experience supporting hybrid or remote work environments.
• ITIL Foundation certification is preferred.
• Exposure to cloud technologies such as Microsoft Azure is an advantage.