Job Description
Burns & McDonnell is seeking a proactive and customer-focused IT Service Desk Engineer to join our global support team in Mumbai. As the first point of contact for IT support, you will play a critical role in ensuring the smooth operation of our technology environment by resolving technical issues and providing exceptional service to employees worldwide. This full-time position requires adaptability to a rotational shift schedule for 24×7 support, including weekends, and offers the opportunity to work with diverse technologies in a dynamic engineering firm.
Key Responsibilities:
• Serve as the primary contact for IT support requests via phone, email, and the ServiceNow ticketing system, ensuring timely and effective resolution.
• Diagnose and resolve hardware, software, and network issues related to laptops, peripherals, Windows OS, and Office 365 applications.
• Manage user accounts and access through Active Directory for onboarding, offboarding, password resets, and permissions.
• Accurately document, track, and update all incidents and service requests in ServiceNow, maintaining clear communication with end-users.
• Escalate complex technical issues to appropriate L2/L3 teams while retaining ownership and ensuring user follow-up.
• Contribute to the IT knowledge base by documenting solutions, processes, and FAQs.
• Support IT asset management, inventory tracking, and provide both remote and in-person assistance as required.
Skill Requirement
We are looking for a dedicated professional with strong technical acumen and a commitment to outstanding customer service. The ideal candidate is a collaborative problem-solver who thrives in a fast-paced, global support environment and is comfortable working flexible hours.
Qualifications & Skills:
• Education: A Bachelor’s degree is required. A degree in Information Technology or a related field is preferred.
• Experience: Minimum of 3 years of hands-on experience in an IT Service Desk or technical support role.
• Technical Proficiency: Strong knowledge of Windows OS, Office 365, and common enterprise applications. Experience with ServiceNow for ITSM processes is essential.
• Core Skills: Foundational understanding of networking (TCP/IP, DNS, DHCP) and practical experience with Active Directory user management.
• Soft Skills: Excellent verbal and written communication skills, with a strong customer-service orientation and analytical troubleshooting ability.
• Schedule Flexibility: Must be willing and able to work rotational shifts, including nights and weekends, to provide 24×7 global support.
Preferred Qualifications:
• ITIL Foundation certification.
• Experience with remote support tools like RDP, Zoho Assist, or Microsoft Teams.
• Familiarity with Mac OS and conference room AV equipment.
Job Type: Full-time
Schedule: Rotational shifts (24×7 coverage), Weekend availability required
Travel: No
Primary Location: Mumbai, Maharashtra
Work Location: In person