Sr Service Desk Engineer

Linedata; Mumbai; On-site; INR 800,000 - 1,100,000; Full time

Job summary

Linedata in Mumbai/Pune is seeking a Senior Service Desk Engineer to provide end-user support and ownership of incidents through resolution, meeting SLA standards and coordinating with multiple teams.

The role requires 5–8 years in enterprise service desk or desktop support, strong English communication, ITIL familiarity, and hands-on experience with ITSM platforms. US business hours coverage is expected.

Qualifications

• 5+ years in Enterprise Service Desk, EUC, Desktop Support or IT Support.
• Experience with Freshservice, ServiceNow or Jira Service Management.
• Proficient with Windows 10/11, Microsoft 365 and AD/Entra ID.
• Experience with Citrix/VDI, VPN, SSO, MFA and remote-support tools.
• Familiar with ITIL incident management, service requests, SLA and escalation.

Responsibilities

• Provide L2 support through ITSM portal, email, chat, phone and remote-support tools.
• Resolve Windows, M365, Outlook/Teams/SharePoint/OneDrive issues and VPN/SD?.
• Handle incidents, access requests, onboarding/offboarding and password issues.
• Maintain end-to-end ownership: categorization, prioritization, troubleshooting, SLA updates, escalation and closure.
• Coordinate with application, infrastructure, network, security and vendor teams.
• Support Sev-1 incidents, queue surges and file-restore requests.
• Create knowledge articles and document technical resolutions.

Skills

Enterprise support

ITIL knowledge

English communication

Ticket ownership

Remote support

Tools

Freshservice

ServiceNow

Jira Service Management

Windows 10/11

Active Directory

Intune

Citrix/VDI

VPN

Job description

Job Description:

About Us

WHY LINEDATA ?

Join us in shaping the fintech of tomorrow.

With more than 1,350 colleagues across 20 locations worldwide, you'll help build cutting-edge platforms and tailored services that power the daily operations of 700 leading financial institutions. As a global, multicultural company with over 45 nationalities represented and just as many languages spoken, we thrive on diverse perspectives and collaboration. Together, we tackle future-focused topics like Al and the digitalization of finance, delivering smart solutions for our customers.

Whether you're just beginning your career or are an experienced professional, Linedata offers exposure to large-scale client projects, internal mobility and opportunities to develop your skills alongside leading experts.

Senior Service Desk Engineer : L2 :

Location: Mumbai / Pune

Experience: 5-8 years

Shift: Mandatory US business-hours coverage

Role

Provide L2 enterprise Service Desk and white-glove user support. Own incidents and requests through resolution or coordinated closure while meeting SLA and ticket-quality standards.

Key responsibilities

• Provide L2 support through ITSM portal, email, chat, phone and remote-support tools.
• Resolve Windows, Microsoft 365, Outlook, Teams, SharePoint, OneDrive, Citrix/VDI, VPN, SSO, endpoint, printer and mobile-device issues.
• Handle incidents, access requests, onboarding/offboarding, password issues, hardware and business-application support tickets.
• Maintain end-to-end ownership: categorization, prioritization, troubleshooting, SLA updates, escalation, user communication and closure.
• Coordinate with application, infrastructure, network, security and vendor teams for dependent tickets.
• Support Sev-1 incidents, ticket correlation, queue surges, backup/replication alerts and file-restore requests.
• Create knowledge articles and document technical resolutions.

Required Skills

• 5+ years in Enterprise Service Desk, EUC, Desktop Support or IT Support.
• Freshservice, ServiceNow, Jira Service Management or comparable ITSM platform.
• Windows 10/11, Microsoft 365, Outlook, Teams, SharePoint, OneDrive, Intune and Active Directory/Entra ID.
• Citrix/VDI, VPN, RDP, SSO, MFA, remote-support and RMM tools.
• ITIL Incident Management, Service Requests, SLA and escalation procedures.
• Strong written/verbal English and VIP/executive-user support experience.

Preferred: ITIL Foundation; Okta, Zscaler/ZIA, Mimecast, RingCentral, Zoom, VMware, iOS/Android and backup/replication exposure.

Both roles are Service Desk roles: end-user support, ticket ownership and escalation coordination. They do not own infrastructure administration, patching, software deployment, AD/GPO policy management or cybersecurity operations.