Service Operations Engineer

Providence College Of Engineering; Hyderabad; On-site; INR 500,000 - 800,000; Full time

Job summary

Providence College Of Engineering invites applications for a Service Operations Engineer to join our IT service desk. The role focuses on handling escalated incidents, troubleshooting complex hardware, software, and network issues, and delivering end-user support across Windows, Mac, VPN, printers, and collaboration tools.

You will drive knowledge base improvements, monitor KPIs, and help optimize ticket handling and automation.

Qualifications

• 1-3 years of industry experience in Service Management, Service Operations, IT Service Desk Operations.
• Fluent English communication skills.
• Willingness to work in 24/7 environment.
• ITIL v4/v5 Foundation certification preferred.
• Proficiency with M365, Power BI, SQL, AD, and ITSM tools.

Responsibilities

• Handle incidents and service requests escalated from Tier 1 via ITSM tools like ServiceNow.
• Troubleshoot and resolve hardware, software, and network issues for end users.
• Provide support for Windows/Mac OS, Microsoft 365, VPN, printers, mobile devices, and collaboration tools.
• Identify opportunities for knowledge articles to improve first call resolution and supportability.
• Ensure solutions are reliable, secure, and well-documented; monitor ongoing performance and drive process improvements.
• Execute operational excellence metrics and KPIs to drive governance and efficiency.
• Perform data quality audits on incident logging and analyze incidents for patterns and trends.
• Support environment administration including Citrix, Active Directory, SSO, Exchange, and EHR systems.
• Assist with remote access issues (Citrix, VPN, RDP) and escalation to Tier 2 with detailed docs.

Skills

Fluent English

Education

BE/B.Tech or Equivalent degree

Tools

M365

Power BI

SQL

Active Directory

ITSM tools

Job description

Service Operations Engineer

Job Summary

We are looking for a highly skilled and customer-focused Support Engineer to join our team. The support engineer is responsible for handling advanced support issues, resolving and triaging escalated technical problems. This role requires strong troubleshooting capabilities, excellent communication, and a deep understanding of IT infrastructure and end-user technologies.

What would your day look like

• Handle incidents and service requests escalated from Tier 1 support via ITSM tools (e.g., ServiceNow).
• Troubleshoot and resolve hardware, software, and network issues for end users.
• Provide support for Windows/Mac OS, Microsoft 365, VPN, printers, mobile devices, and collaboration tools.
• Identify area of opportunity for latest Knowledge Articles towards enhanced FCR (First Call Resolution) and supportability.
• Ensure production solutions are reliable, secure, and effective and that implemented solutions are continuously monitored and documented. Look for opportunities to Left Shift and Right Shift tickets to reduce overall customer pain points, manual toil, and cost per ticket.
• Execute operational excellence, tracking metrics and KPIs to drive governance, quality, and efficiency. Influence and improve existing processes through innovative behaviors and effective change management.
• Perform Data Quality Audit on Incident logging. Suggest required changes towards deriving incident patterns and trends.
• Perform monthly Incident Pattern and Theme analysis.
• Execute opportunities and drive automation to improve KPIs on ticket reduction, ticket cycle time and resolution rate.
• Perform administrative tasks and troubleshooting in the following environments including Citrix, Active Directory, Single Sign-On services, E-mail Exchange, Patient electronic health records and other applications as needed.
• Support Active Directory tasks: password resets, user account management, group policy troubleshooting.
• Manage remote access and connectivity issues (e.g., Citrix, VPN, RDP).
• Escalate unresolved incidents to Tier 2 or specialized teams with detailed documentation.
• Follow ITIL best practices for incident, problem, and change management.

Who are we looking for

• 1-3 years of industry experience in Service Management, Service Operations, IT Service Desk Operations
• Good communications skills (Fluent English)
• Flexibility to work in 24/7 environment
• ITIL v4/v5 Foundation certification (Preferred)
• Required skills: M365, Basic Network overview, Power BI, SQL
• Experience with Active Directory and ITSM tools
• BE/B.Tech or Equivalent degree