Service Desk Engineer

Infinite; Dadri, Bengaluru; On-site; INR 300,000 - 420,000; Full time

Job summary

Infinite Computer Solution in India is seeking an experienced Level-2 IT helpdesk professional to provide end-user support for hardware, software, Windows, M365, VPN, and networking. The role requires strong communication skills and the ability to resolve incidents within SLAs.

Based in Dadri, Uttar Pradesh, the position offers a night-shift schedule in a 5-day office, with a focus on ITIL-aligned incident and service request handling, documentation in ITSM tools, and mentoring junior engineers.

Qualifications

• Excellent verbal and written communication skills
• Provide Level 2 technical support for hardware, software, OS, M365, email, VPN, and network issues
• Primary point of contact for users via phone, email, chat or tickets
• Diagnose, troubleshoot, and resolve incidents within defined SLAs
• Manage incidents and service requests from logging to closure
• Perform root cause analysis and support problem management initiatives
• Escalate complex issues and ensure documentation and coordination
• Maintain records in ITSM tools and comply with ITIL processes
• Drive continuous service improvement and mentor L1 engineers

Responsibilities

• Provide Level 2 technical support for end-user computing issues
• Take ownership of incidents from logging to closure
• Document steps and outcomes in ITSM tools
• Escalate appropriately and coordinate until resolution

Skills

Microsoft 365

Windows 10/11

AD/Azure AD

VPN

Networking Fundamentals

ServiceNow

ITIL knowledge

Communication skills

Tools

Remedy

Jira

Job description

Company Name-Infinite Computer Solution

Exp-2+yrs

NP-Only Immedidate joiner

Work mode-5 Days office(Only Night Shift)

Job description :

1. Excellent verbal and written communication skills, with a neutral accent and no Mother Tongue Influence (MTI).
2. Provide Level 2 technical support for hardware, software, operating systems, Microsoft 365 applications, email, VPN, network connectivity, and end-user computing issues.
3. Serve as the primary point of contact for users seeking technical assistance via phone, email, chat, or ticketing tools, ensuring high customer satisfaction.
4. Diagnose, troubleshoot, and resolve incidents independently using advanced analytical and remote troubleshooting techniques within defined SLAs.
5. Manage incidents and service requests, from logging and categorization through resolution, closure, and user communication.
6. Perform root cause analysis for recurring issues, identify trends, and support problem management initiatives to prevent future incidents.
7. Escalate complex or unresolved issues to appropriate support teams, ensuring complete documentation and effective coordination until resolution.
8. Maintain accurate records in ITSM tools (e.g., ServiceNow, Remedy, Jira), create knowledge articles, and ensure compliance with ITIL processes and organizational standards.
9. Drive continuous service improvement by identifying process gaps, recommending enhancements, mentoring L1 engineers,

Preferred Skills:

Microsoft 365, Windows 10/11, Active Directory/Azure AD, VPN, Networking Fundamentals (DNS, DHCP, TCP/IP), ServiceNow/ITSM tools, and basic ITIL knowledge.