Service Desk Engineer – On‑site IT Support

About the role

The Service Desk Engineer provides remote technical support to end‑users across Esko, ensuring smooth operation of systems and delivering high‑quality customer service. The position is based on‑site in Bangalore and requires flexibility to work in a 24/7 environment.

Key responsibilities

• Provide remote assistance for software, account issues, password troubleshooting, BitLocker recovery, and O365 tools.
• Respond to support requests via phone, email, or chat, meeting SLA and KPI targets.
• Troubleshoot and diagnose desktop, laptop, and mobile device problems using remote tools.
• Escalate complex cases to senior analysts or specialized teams.
• Follow SOPs for user account provisioning and de‑provisioning.
• Document interactions, actions taken, and resolutions in the ticketing system.
• Create and update knowledge‑base articles, guides, and FAQs.
• Stay current with internal IT policies, procedures, and emerging technologies.

Required profile

• Strong knowledge of IT fundamentals, including hardware, operating systems (Mac, Windows 10/11), networking, and productivity software.
• 1‑3 years of experience in a Service Desk or technical support role.
• Proficiency in troubleshooting desktop, laptop, and mobile device issues.
• Familiarity with remote support tools and Active Directory user administration.
• Excellent verbal and written communication skills for non‑technical users.
• Customer‑centric attitude with strong problem‑solving abilities.
• Experience with IT Service Management processes (incident, problem, change management) and enterprise ticketing systems.
• Willingness to work flexible shifts to provide 24/7 coverage.

Required skills

• Mac OS
• Windows 10 and Windows 11
• Office 365
• PDF software
• Active Directory user administration
• Remote support tools
• Ticketing / ITSM platforms
• Basic networking concepts