Senior Helpdesk Engineer

Rocket India; Bengaluru; Vor Ort; INR 700.000 - 1.000.000; Vollzeit

Zusammenfassung

Rocket India is seeking a Senior Helpdesk Engineer who thrives on resolving complex end-user issues and mentoring teammates. You will own escalated incidents, coordinate with cross-functional teams, and ensure incidents are resolved within SLAs while maintaining an exceptional user experience.

In this role you will contribute to knowledge bases, onboarding, training, and the continuous improvement of IT support practices in a fast-growing fintech environment.

Qualifikationen

• Strong troubleshooting and problem-solving to resolve complex end-user issues.
• Significant experience in IT Helpdesk, Service Desk, or end-user support.
• Solid knowledge of Windows, Microsoft 365, Active Directory/Entra ID, and networking basics.
• Hands-on experience with ITSM platforms such as ServiceNow.
• Strong verbal and written communication; explain complex topics simply.
• Experience mentoring junior engineers.
• Good understanding of ITIL processes, incident and request management, and SLAs.

Aufgaben

• Deliver advanced troubleshooting for hardware, software, and connectivity issues.
• Own escalated incidents end-to-end within SLAs and procedures.
• Serve as escalation point and mentor Helpdesk Engineers.
• Document and manage incidents in the ITSM platform with accuracy.
• Identify recurring issues and drive root-cause analysis.
• Create and improve knowledge base and troubleshooting guides.
• Lead onboarding and technical training for the team.
• Collaborate cross-functionally to resolve escalated issues quickly.
• Maintain focus on customer experience and first-contact resolution.
• Drive productivity and service delivery improvements.

Kenntnisse

Troubleshooting

IT Helpdesk experience

Windows & M365

Active Directory / Entra ID

Networking fundamentals

ITSM (ServiceNow)

Communication skills

Escalation management

Mentoring junior engineers

ITIL processes knowledge

Tools

ServiceNow

Jobbeschreibung

Job Description

At Rocket India, we don't just solve tech problems — we create seamless experiences that keep our people moving forward. As a Senior Helpdesk Engineer, you'll be the go-to expert when the tough issues land, the calm in the storm when things escal, and the mentor who lifts an entire team to new heights. You'll play a pivotal role in shaping how support is delivered across the organization, blending deep technical know-how with a relentless commitment to customer experience. If you're ready to lead from the front and make a real impact inside a company that's transforming home financing for millions, we want to hear from you.

About the Role

• Deliver advanced troubleshooting and resolution for complex hardware, software, application, access, and connectivity issues that go beyond the routine
• Own escalated incidents end-to-end, ensuring every case is resolved within SLAs and aligned with operational procedures
• Serve as the trusted technical escalation point for Helpdesk Engineers, providing real-time guidance and hands‑on mentoring that accelerates their growth
• Ensure every incident and service request is accurately documented and meticulously managed through the ITSM platform — no detail left behind
• Identify recurring issues, partner with the right technical teams, and drive root cause analysis toward permanent, lasting resolutions
• Build and refine knowledge base articles, troubleshooting guides, and process documentation that raise the bar for the entire support function
• Champion new hire onboarding, lead technical training sessions, and foster a culture of continuous knowledge sharing across the team
• Collaborate cross-functionally with infrastructure, application, security, and other support teams to ensure escalated issues are resolved swiftly and thoroughly
• Maintain an unwavering focus on customer experience, proactive communication, and maximizing first-contact resolution rates
• Drive improvements in Helpdesk productivity, quality metrics, and overall service delivery — always looking for the next opportunity to do things better

About You

Minimum Qualifications

• Strong technical troubleshooting and problem-solving skills with a track record of resolving complex end-user issues
• Significant experience in IT Helpdesk, Service Desk, or end-user support environments
• Solid working knowledge of Windows, Microsoft 365, Active Directory/Entra ID, networking fundamentals, remote support tools, and enterprise applications
• Hands-on experience with ITSM platforms such as ServiceNow
• Strong verbal and written communication skills — you can explain the complicated in simple terms
• Demonstrated ability to handle escalations with composure and communicate effectively with both end users and technical teams
• Proven experience mentoring and providing technical guidance to junior engineers
• Good understanding of ITIL processes, incident management, request management, and SLA adherence

Preferred Qualifications

• ITIL Foundation certification or higher
• Industry certifications such as CompTIA A+, Microsoft 365 Certified, or Azure Fundamentals
• Experience leading or coordinating support during major incident situations
• Familiarity with automation, scripting, or workflow optimization to reduce manual effort and improve efficiency
• Experience supporting hybrid or remote workforce environments at scale
• Background in contributing to service improvement plans or participating in problem management processes
• Exposure to cloud infrastructure, endpoint management tools, or security-related support workflows

What You Will Get

At Rocket India, your expertise doesn't just get recognized — it gets rewarded. You'll enjoy competitive compensation, comprehensive health and wellness benefits, and a learning culture that actively fuels your professional growth. As a Senior Helpdesk Engineer, you'll have the unique opportunity to shape how support is delivered, mentor the next generation of engineers, and directly influence the tools and processes that power a global fintech leader. We offer a collaborative and inclusive environment where bold ideas are encouraged, ownership is celebrated, and every team member plays a meaningful role in helping millions achieve the dream of homeownership. This isn't just a job — it's a career with purpose and momentum.

About Us

Rocket India, registered as NSM Services Private Limited and formerly Mr. Cooper, is a wholly owned subsidiary of Rocket Mortgage, LLC, headquartered in Detroit, Michigan. As a core part of Rocket's global ecosystem, Rocket India helps shape the future of home financing through technology, innovation, operations, product, and customer-focused solutions. Our teams build scalable platforms and digital experiences that simplify mortgage origination and servicing while supporting Rocket's mission to "Help Everyone Home."

We are committed to providing a fair and inclusive workplace for all team members and applicants. All qualified applicants will receive consideration for employment without regard to sex, religion, caste, disability, or gender identity, consistent with applicable Indian law, including the Constitution of India, the Code on Wages, 2019, the Rights of Persons with Disabilities Act, 2016, and the Transgender Persons (Protection of Rights) Act, 2019. We welcome applications from persons with disabilities and from all sections of society.