Service Desk Engineer

Service Desk Engineer

Position Overview:

The Service Desk Engineer is responsible for providing first-level and second-level technical support to end users ensuring timely resolution of incidents and service requests. This role plays a critical part in maintaining system availability user productivity and service quality in a fast-paced IT environment.

Roles and Responsibilities:

• Provide L1 support for incidents and service requests via phone email chat and ticketing tools.
  Diagnose troubleshoot and resolve hardware software network and application issues.
  Log track and manage tickets in ITSM tools in accordance with SLAs.
  Escalate complex issues to L3 teams with proper documentation and analysis.
  Support user onboarding/offboarding access management and asset provisioning.
  Monitor systems and alerts and proactively identify potential issues.
  Assist in incident problem and change management activities.
  Maintain and update knowledge base articles and standard operating procedures.
  Ensure compliance with security access control and audit requirements.
  
  

Must Have Skills:

• 25 years of experience in IT Service Desk or Technical Support roles.
• Strong knowledge of Windows/Mac OS basic networking and common enterprise applications.
• Hands-on experience with ITSM tools such as ServiceNow Jira Service Management or Remedy.
• Understanding of ITIL processes (Incident Request Problem Management).
• Good troubleshooting and analytical skills.
• Strong verbal and written communication skills.
  
  

Good to Have Skills:

• Experience in FinTech BFSI or regulated environments.
• Exposure to cloud platforms (AWS Azure GCP).Knowledge of Active Directory VPNs and access management.
• ITIL certification (Foundation preferred).
  
  

Key Attributes

• Customer-focused and service-oriented mindset.
• Ability to work in shifts including 24x7 support environments.
• Strong attention to detail and documentation.
• Ability to work under pressure and manage multiple tasks.

Location:

• Noida

About Nomiso:

Nomiso is a product and services engineering company. We are a team of Software Engineers Architects Managers and Cloud Experts with expertise in Technology and Delivery Management.

Our mission is to Empower and Enhance the lives of our customers through efficient solutions for their complex business problems.

At Nomiso we encourage entrepreneurial spirit - to learn grow and improve. A great workplace thrives on ideas and opportunities. That is a part of our DNA. Were in pursuit of colleagues who share similar passions are nimble and thrive when challenged. We offer a positive stimulating and fun environment with opportunities to grow a fast-paced approach to innovation and a place where your views are valued and encouraged.

We invite you to push your boundaries and join us in fulfilling your career aspirations!

We are an equal opportunity employer and are committed to diversity equity and inclusion. We do not discriminate on race religion color national origin gender sexual orientation age marital status veteran status disability status or any other protected characteristics.