Service Desk Engineer – 24/7 Shift (Bangalore/Pune)

About the role

TCS is seeking a Service Desk Engineer to provide first‑line technical support for users in Bangalore and Pune. The role operates on a 24/7 shift schedule and involves handling incidents, requests, and device provisioning for multiple global locations.

Key responsibilities

• Answer calls, chats, emails and web requests, validating incident priority based on urgency and business impact.
• Record, track and resolve incidents and service requests, aiming for first‑call resolution where possible.
• Escalate or re‑route L2/L3 tickets to the appropriate resolver groups.
• Process iPhone orders through Tangoe or Verizon portals for US, London and Cologne locations.
• Reset iOS device passcodes via Mobile Device Management (MDM) applications and enable out‑of‑office settings.
• Perform remote troubleshooting of desktops, laptops, operating systems and applications.
• Install, uninstall and update software; activate new user email accounts and iPhone/wireless cards for designated locations.
• Handle replacement orders, roaming issues, synchronization problems, encrypted email access, enrollment deletions, internet/email issues, and enterprise wipe of lost/stolen devices.

Required profile

• 4–8 years of experience in a Service Desk or IT support environment.
• Minimum of 15 years of full‑time education with at least 50% marks in each academic level.
• Willingness to work in a 24/7 shift schedule.
• Ability to coordinate with users, follow escalation matrix and ensure timely incident resolution.

Required skills

• iOS device management and passcode reset via MDM.
• Mobile Device Management (MDM) tools.
• Incident Management and ticketing systems.
• Remote troubleshooting of desktops and laptops.
• Software installation, updates and configuration.
• Email account activation and iPhone/wireless card provisioning.
• Experience with Tangoe and Verizon portals for device ordering.
• Escalation handling and L1 issue resolution.