Support Engineer - IT Service Desk

About the role

Shift - 12x7 Rotational Support (CT Time Zone) We are seeking a customer-focused L1 Support Engineer to provide first-line Service Now IT Service Desk support for a global enterprise environment. The engineer will support Retail, Corporate, Field Service, and Customer Service users by resolving incidents, fulfilling service requests, and ensuring an exceptional end-user experience.

What you'll do

• Serve as the first point of contact for IT incidents and service requests through Phone, Email, Chat, and ServiceNow
• Perform user account management activities including password resets, account unlocks, and access requests
• Provide technical support for Windows laptops/desktops, Microsoft applications, printers, peripherals, and connectivity issues
• Support enterprise mobility platforms including Intune, Jamf, and MobileIron
• Deliver first-level application support for Siebel CRM, Case Management Platform, and other supported business applications

What you need

• 3–5 yrs of experience
• Active Directory
• ITIL
• ServiceNow
• Troubleshooting
• Windows
• Intune
• B.Sc or B.Tech or B.E. or BCA

Good to have

• CRM
• Azure
• SOP writing