Service Desk Engineer

Esko-Graphics India Private Limited; Bengaluru; On-site; INR 420,000 - 660,000; Full time

Job summary

Esko-Graphics India Private Limited in Bangalore is seeking a Service Desk Engineer to deliver remote IT support to end-users and ensure smooth operation of systems in a 24/7 environment. The role is on-site and requires strong technical knowledge, excellent communication, and a customer-focused mindset.

The ideal candidate will handle password resets, device troubleshooting, and Office 365 issues, respond across channels, and document resolutions.

Qualifications

• Strong knowledge of IT fundamentals including hardware, OS (MAC, Windows 10, 11) and networking.
• Experience 1–3 years in Service Desk/Technical support.
• Proficiency in troubleshooting desktop, laptop and mobile issues.
• Familiarity with remote support tools and Active Directory administration.

Responsibilities

• Provide remote technical support and assistance to end-users, addressing basic software and account issues (passwords, BitLocker, O365).
• Respond to support requests via phone, email, chat with SLA/KPI adherence.
• Troubleshoot and diagnose issues using remote tools and diagnostics.
• Escalate complex issues to senior teams for resolution.
• Assist with IT account provisioning and deprovisioning; maintain accurate records.

Skills

IT fundamentals

Hardware

macOS

Windows 10/11

Networking

Office 365

Active Directory

Troubleshooting

Remote support tools

ITSM

Communication

Multitasking

Independent work

Tools

Remote support tools

Job description

Esko is a part of Veralto’s Product Quality & Innovation companies.

Esko is a global provider of integrated software and hardware solutions that accelerate the go-to-market process of packaged goods.

Our products empower teams to support and manage the packaging design and print processes for brand owners, retailers, pre-media and trade shops, manufacturers, and converters.

Veralto is a global leader in essential technology solutions with annual revenue of nearly $5 billion and a proven track record of solving some of the most complex challenges we face as a society.

Our industry-leading companies and globally recognized brands are building on a long-established legacy of innovation and customer trust to create a safer, cleaner, more vibrant future.

Veralto is headquartered in Waltham, Mass. with 13 operating companies and 300+ locations worldwide.

Our global team of 16,000 associates is committed to making an enduring positive impact on the world and is united by a powerful purpose: Safeguarding the World’s Most Vital Resources™.

Imagine a world where everyone has access to clean water, safe food and medicine, and trusted essential goods. That is the tomorrow Veralto (VLTO) is creating today.

Veralto’s Product Quality & Innovation companies—Esko, Linx, Pantone, Videojet, and X-Rite—help package and protect the world’s food, medicine, and essentials, tracing and authenticating billions of goods that travel the global supply chain every day.

Veralto’s Water Quality companies—Aquatic Informatics, ChemTreat, Hach, McCrometer, OTT HydroMet, Sea-Bird Scientific, Trojan Technologies and XOS—help manage, treat, purify, and protect the global water supply, from municipal and industrial wastewater treatment facilities to lakes, rivers, watersheds, and oceans.

Job Description

The Service Desk Engineer is responsible for providing remote technical support and assistance to end-users across the organization. They will play a crucial role in resolving IT-related issues remotely, ensuring the smooth operation of systems, and delivering exceptional customer service. The ideal candidate will have a strong technical background, excellent communication skills, and flexible to work in 24/7 environment. This role will be located in Bangalore and this role is ON-Site.

In this role, a typical day will look like:

• Provide remote technical support and assistance to end-users, addressing basic software and account related issues like password troubleshooting, bit locker recovery, and O365 tools.
• Respond to incoming support requests via various channels (phone, email, chat), ensuring timely and accurate resolution that align with SLAs and KPIs.
• Troubleshoot and diagnose technical issues reported by end-users, utilizing remote tools and diagnostic techniques.
• Escalate complex or unresolved issues to appropriate support teams or senior analysts for further investigation and resolution.
• Follow standard operating procedures to assist with IT account provisioning and deprovisioning. Maintain thorough and accurate records of support interactions, actions taken, and resolutions provided.
• Provide clear and concise instructions to end-users regarding system usage, troubleshooting steps, and preventive measures.
• Contribute to the knowledge base by creating and updating support articles, guides, and FAQs.
• Stay updated with the organization's IT policies, procedures, and technologies to ensure accurate and effective support delivery.

The essential requirements of the job include:

• Strong knowledge of IT fundamentals, including hardware, operating systems (MAC, Windows 10, 11), networking, and productivity software such as PDF software, Office 365.
• 1-3 years of experience is required as a Service Desk Engineer or Technical support.
• Proficiency in troubleshooting common desktop, laptop, and mobile device issues.
• Familiarity with remote support tools and technologies.
• Active Directory User Administration.
• Excellent communication skills, both verbal and written, with the ability to communicate technical information effectively to non-technical users.
• Customer-centric approach with a passion for delivering exceptional customer service.
• Strong problem-solving and analytical skills, with the ability to multi-task and quickly diagnose and resolve technical issues.
• Ability to work independently and collaboratively in a fast-paced and dynamic environment.
• Experience working with IT Service Management practices (e.g. Incident/problem/change management, etc.) using enterprise ticketing systems and tools.
• Flexible to work in different shifts to provide 24/7 support.

What We Value

We believe that real breakthroughs come from teams that think big and respect each other’s differences – different ideas, different perspectives, and different experiences. We encourage all voices to be heard, both internally as we collaborate and externally as we listen to our customers’ most pressing needs. And we would love to have you on this journey with us!

Our Culture

More important than what we do is how we operate together as a team across our global organization. Each of our businesses has a unique local culture which is inspired by variety of perspectives our diverse team members bring to the table. However, Veralto and all our businesses share the same foundation comprised of our values and passion for continuous improvement through the Veralto Enterprise System that enables our teams to bring our unifying purpose to life around the world.

Our Values

• We serve humanity with purpose and integrity
• We unlock ingenuity for customer success
• We deliver results as a team
• We continually improve for enduring impact

Equal Opportunity

Equal Opportunity: Veralto Corporation and all Veralto Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.

We value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve.

Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

At Veralto, your potential is amplified.

Our culture of continuous improvement defines who we are, drives our success, and translates to a career without limits for our team of curious associates.

Equal Opportunity: Veralto Corporation and all Veralto Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.

We value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve.

Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

At Veralto, your potential is amplified.

At Veralto, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve.

Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

Unsolicited Assistance

Unsolicited Assistance We do not accept unsolicited assistance from any headhunters or recruitment firms for any of our job openings. All resumes or profiles submitted by search firms to any employee at any of the Veralto companies, in any form without a valid, signed search agreement in place for the specific position, approved by Talent Acquisition, will be deemed the sole property of Veralto and its companies. No fee will be paid in the event the candidate is hired by Veralto and its companies because of the unsolicited referral.

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