Linedata - Senior Service Desk Engineer - End-User Computing Support in Bombay, भारत

Senior Service Desk Engineer - L2 End - User Computing SupportLocation : Mumbai / PuneExperience : 5 - 8 YearsShift : Mandatory coverage during US business hoursPosition Summary :We are seeking a Senior Service Desk Engineer to deliver high - quality technical assistance to enterprise users across a distributed business https://jobeax.com/link/2rce0yCTCWx0P6oA role focuses on diagnosing workplace technology issues, managing service requests, and ensuring employees receive timely, clear, and dependable https://jobeax.com/link/CCdZfIIL0qNmswPn engineer will act as an experienced L2 point of contact for complex user - facing issues, coordinating with specialist teams when resolution requires additional https://jobeax.com/link/QoVjnSaF09FjQnY5 in this position depends on sound troubleshooting, disciplined service management, strong communication, and the ability to support users professionally during business - critical https://jobeax.com/link/iHpVhXmOLt8UkzKk Responsibilities :- Advanced User Assistance : Investigate escalated issues involving workstation functionality, productivity applications, virtual desktops, connectivity, authentication, peripherals, and mobile devices.- Workplace Application Troubleshooting : Diagnose problems across Windows 10/11, Microsoft 365, Outlook, Teams, SharePoint, and OneDrive, restoring normal functionality wherever possible within the service desk scope.- Virtual Access and Connectivity Support : Assist users experiencing Citrix/VDI access failures, VPN connectivity problems, Remote Desktop issues, single sign - on interruptions, and multifactor authentication difficulties.- Service Request Fulfilment : Process approved access - related requests, password assistance, employee technology setup, departure - related requests, hardware support, and business application incidents in accordance with established procedures.- Ticket Progression and Accountability : Maintain clear records of symptoms, investigation steps, actions taken, outstanding dependencies, and resolution outcomes. Keep users informed of progress and ensure tickets meet defined response and resolution commitments.- Priority Incident Assistance : Contribute to high - severity incident response by identifying related tickets, gathering user - impact information, communicating service updates, and coordinating with relevant technical teams.- Cross - Team Resolution: Engage application support, network operations, infrastructure specialists, security teams, and external vendors when an issue falls outside the service desk's authorized troubleshooting scope.- Executive and High - Touch Support : Provide discreet, responsive assistance to senior stakeholders and other priority users, adapting communication to the urgency and business impact of each issue.- Service Continuity Coordination : Respond to service desk alerts concerning backup or replication activity and file restoration requests by documenting the impact and routing them to the responsible technical teams.- Knowledge Development : Convert recurring issues and successful troubleshooting approaches into practical knowledge articles, support instructions, and reusable diagnostic notes.- Queue Management : Help maintain service quality during peak ticket volumes by assessing urgency, organizing competing requests, identifying recurring incidents, and escalating emerging service risks.- User Experience Improvement : Identify recurring friction points in workplace technology support and recommend practical changes to troubleshooting guidance, request handling, and communication https://jobeax.com/link/Hs0bxTbHYsEwtffT Technical Competencies :- End - User Computing : Windows 10/11, desktop and laptop troubleshooting, printers, peripherals, and mobile - device support.- Microsoft Environment : Microsoft 365, Outlook, Teams, SharePoint, OneDrive, Intune, Active Directory, and Microsoft Entra ID.- Virtualization and Remote Access : Citrix/VDI, VPN, RDP, SSO, MFA, remote - support utilities, and remote monitoring and management tools.- IT Service Management : Hands - on experience with Freshservice, ServiceNow, Jira Service Management, or a comparable ticketing platform.- Service Delivery Practices : Incident classification, request processing, prioritization, SLA tracking, escalation protocols, and accurate ticket documentation.- Communication : Strong written and spoken English, with the ability to explain technical issues clearly to users with varying levels of technical https://jobeax.com/link/QDKoGR79BrKFc5Ft and Professional Requirements :- 5 - 8 years of experience in enterprise service desk operations, end - user computing support, desktop support, or corporate IT assistance.- Demonstrated capability to investigate and resolve L2 issues independently before involving specialist teams.- Experience supporting users in a structured enterprise environment with formal service targets and documented operating procedures.- Confidence handling sensitive user requests and providing professional support to executive - level stakeholders.- Ability to work during US business hours and coordinate effectively with geographically distributed support teams.- A methodical approach to troubleshooting, prioritization, documentation, and incident https://jobeax.com/link/rkRvOqz0fZqawMKR Skills :- ITIL Foundation certification or practical familiarity with ITIL - based service management.- Exposure to Okta, Zscaler/ZIA, Mimecast, RingCentral, Zoom, VMware, or similar workplace technology solutions.- Familiarity with iOS and Android support in corporate environments.- Experience coordinating backup - related alerts, replication notifications, and file recovery requests with the relevant technical https://jobeax.com/link/a5d5C6rAy5eCJYof of the Role :This is an L2 service desk and end - user support position focused on workplace technology, ticket resolution, and coordination across support https://jobeax.com/link/P8eNhzIzqoCVJjQa does not carry ownership of infrastructure administration, operating - system patching, software deployment, Active Directory or Group Policy administration, or cybersecurity operations. (ref:hirist.tech)