Service Desk Engineer/L2 Support

JOB DESCRIPTION

Job Title: Sr Service Desk Engineer

Experience: 5 years relevant

Location: Mumbai

Notice period: Immediate Joiners Only

Job Summary:

Senior Service Desk Engineer (L2)

Location: Mumbai Preferred / Pune, India |Experience: 5+ years | Shift: Full US shift, rotational (includes on-call rotation

Position Overview

We are looking for experienced Senior Service Desk Engineers (L2) to deliver hands-on, white-glove end-user support for a large US financial-services client. You own incidents and requests from intake through to resolution or coordinated closure, aiming for first-contact resolution wherever possible while maintaining SLA, ticket quality and clear communication.

The right person is a strong all-rounder who has supported several client environments and a broad mix of applications, and who learns new tools quickly. Alongside troubleshooting, you handle day-to-day Microsoft 365, identity and endpoint administration. We value breadth, ownership, a customer-first attitude and reliability under heavy ticket load over deep expertise in a single product.

Key Responsibilities

End-User Support & Ticket Ownership

Support users through the ITSM portal, email, chat, inbound phone (RingCentral) and remote-support tools, owning each ticket from intake to closure and aiming for first-contact resolution.

Resolve issues across Windows 10/11, Microsoft 365, Outlook / Exchange, Teams, SharePoint, OneDrive, Citrix / VDI, VPN, SSO, printers, laptops, mobile devices and business applications.

Maintain end-to-end ticket hygiene: categorisation, priority, troubleshooting, SLA updates, escalation, user communication and closure.

Administration, Onboarding & Access

Microsoft 365: day-to-day administration including mailbox and shared-mailbox setup, distribution / M365 groups and licensing.

Identity: Active Directory and Entra ID tasks including user provisioning, password resets, security-group and access management, and MFA / Conditional Access support.

Endpoint: Microsoft Intune device enrolment, compliance, application deployment and Autopilot, plus desktop imaging and lifecycle.

Execute user onboarding and offboarding end to end, along with access, password and hardware requests.

Map and troubleshoot shared / network drives, resolve access issues, and manage folder (NTFS) permissions through security groups.

Incidents, Security & VIP Support

Support Sev1 and major incidents: quick triage, ticket correlation, queue-surge handling and clear status updates.

Handle phishing and suspicious-email triage, and escalate confirmed security incidents per process.

Coordinate with the NOC on patch and monitoring-driven tickets, and with application, network, security and vendor teams on dependent issues.

Give VIP and VVIP users the priority and communication standard they expect, and create knowledge articles for reuse.

Required Skills & Experience

5+ years in enterprise service desk, desktop support or EUC.

Experience supporting several clients and a broad set of applications, with a clear record of learning new tools fast.

Microsoft 365: administration and support across Exchange Online, Outlook, Teams, SharePoint and OneDrive, including mailbox management, M365 groups and licensing.

Active Directory / Entra ID user provisioning, password resets, security groups, MFA, Conditional Access and SSO.

Microsoft Intune (enrolment, compliance, app deployment, Autopilot), Citrix / VDI, VPN, RDP and remote-support tools.

General hardware, printer, mobile-device and business-application troubleshooting; core networking (DNS, DHCP, TCP/IP, VPN).

Shared / network drive mapping and file-permission (NTFS) troubleshooting via security groups.

Solid grounding in ITIL Incident Management, Service Requests, SLA and escalation handling.

A customer-first approach with excellent spoken and written English, and comfort supporting VIP / executive users and inbound calls.

Certifications (Preferred)

ITIL Foundation; Microsoft 365 / Endpoint Administrator (e.g. MD-102