IT Service Desk Engineer

As a Service Desk Engineer (L1/L2) you will be part of a global IT operations team (Ozone) responsible for delivering fast friendly and effective technical support to end-users across the Omnissa platforms. This role combines traditional helpdesk responsibilities with a strong focus on automation process optimization and knowledge management. The engineer acts as the first and second line of defense for all IT-related incidents and requests while proactively identifying building and maintaining automation solutions to reduce repetitive L1 tasks improve response times and enhance the overall employee experience.

• Provide L1 and L2 technical support via chat ticketing system email and phone (callback only).

• Own end-to-end ticket lifecycle: logging categorization prioritization troubleshooting resolution routing/escalation and closure.

• Perform remote troubleshooting and resolution.

• Deliver white-glove IT support for new hires (hardware/software setup)

• Create maintain and improve knowledge base (KB) articles for internal team use

• Develop curate and continuously update content intents and workflows for the Omnissas internal Chat BOT (# Ozone-assist-Bot)

• Identify repetitive L1 incidents and proactively design automation opportunities to eliminate or reduce manual effort.

• Build test deploy and document new automations

• Regularly review upgrade and optimize existing automations for performance and relevance

• Generate regular reports and metrics on ticket trends automation impact SLA performance and service improvements

• Conduct training sessions for new service desk team members when required.

• Rotational shifts (day/night/weekends) and ensure seamless 24 7 Ozone operations.

• 1/2 years of experience in a service desk helpdesk or technical support role (L1/L2)

• Strong experience with ticketing systems ( Jira Service Management - JSM)

• Solid understanding of Windows and macOS environments Microsoft 365 suite Active Directory and common SaaS applications.

• Basic understanding of networking VPN and Endpoint security concepts

• Proven hands-on experience building and maintaining automations (Power Automate scripting PowerShell/Python JSP Atlassian Assist workflows etc.)

• Experience in training or managing content for AI-powered chatbots or virtual assistants

• Strong troubleshooting and problem-solving abilities

• Experience creating and managing knowledge base articles and self-service content.
  

• Knowledge of ITIL processes; ITIL Foundation certification is a plus.

• Excellent written and verbal communication skills with a customer-first mindset

• This role is perfect for a technically curious support professional who enjoys solving user issues and building scalable solutions to prevent them from recurring.

• Must work from the Bengaluru office (JP Nagar); remote work is not available.