Senior Associate -IT

Job Title: Service Desk Engineer (L1/L2) Location: Bangalore Mode of work: Hybrid Shift Timing: Rotational Shift Job Summary We are seeking a skilled and customer-focused Service Desk Engineer (L1/L2) to provide technical support for end users across infrastructure, applications, and devices. The role involves incident resolution, system administration, and collaboration during major incidents while ensuring compliance with ITIL best practices. Key Responsibilities Provide L1 & L2 technical support for software, hardware, and network-related issues Handle incidents, service requests, and problems via Service Desk tools (BMC Helix) Perform Major Incident Management and coordinate with resolver teams as per ITIL processes Support Windows OS and Windows Server environments Manage user accounts, access, and policies using Active Directory, Azure, and Microsoft Entra ID Administer and support Microsoft 365 services Perform software installation, patching, and system updates using SCCM/MECM Conduct laptop and desktop imaging, deployment, and troubleshooting Support and monitor systems using monitoring tools Handle Cisco Webex calls, emails, and tickets with professional communication and email etiquette Assist with basic IT security controls and IT compliance requirements Provide intermediate-level network troubleshooting support Ensure proper documentation and knowledge base updates Deliver high-quality customer service with strong command of English (verbal and written) Required Skills & Competencies Strong Service Desk / IT Support experience Excellent communication skills and email etiquette Hands-on experience with: Windows OS & Windows Server Active Directory, Azure, Microsoft Entra ID Microsoft 365 SCCM / MECM BMC Helix Knowledge of: IT Security (Basic) IT Compliance standards Networking (Intermediate) Monitoring tools Experience in: Laptop/Desktop Imaging L1 & L2 troubleshooting (hardware and software) Major Incident handling Certification ITIL Foundation (Preferred)