Senior engineer - cloud & infra management

Service Desk Engineer Role Summary

We are looking for a Service Desk Engineer to provide L1 technical support to end users manage incidents and service requests and ensure timely resolution in line with defined SLAs.

Key Responsibilities

• Serve as the primary point of contact for IT incidents service requests and user queries
• Log categorize prioritize track and resolve tickets using ITSM tools
• Troubleshoot Windows Microsoft 365 Outlook Teams VPN printers hardware software and basic network connectivity issues
• Support password resets account unlocks MFA issues and basic user access management
• Perform initial troubleshooting and provide first contact resolution wherever possible
• Escalate unresolved incidents to L2L3 support teams and coordinate through closure
• Monitor ticket queues and ensure SLA compliance
• Maintain accurate troubleshooting notes and Knowledge Base documentation
• Provide timely and professional updates to users throughout the ticket lifecycle

Required Skills

• Service Desk IT Helpdesk Support
• Windows Desktop Troubleshooting
• Microsoft 365 Outlook and Teams
• Active Directory basics
• ServiceNow Freshservice or similar ITSM tools
• VPN and basic networking troubleshooting
• Incident and Service Request Management
• SLA and escalation management
• Basic hardware and peripheral troubleshooting
• Good verbal and written communication skills
• Understanding of ITIL processes

Mandatory Skills

Servicedesk

Actual compensation within the range will be dependent upon the individual's skills, experience, performance and internal equity. Benefits/perks listed below may vary depending on the nature of your employment with LTIMindtree (“LTIM”):

Benefits and Perks

• Comprehensive Medical Plan Covering Medical, Dental, Vision
• Short Term and Long-Term Disability Coverage
• 401(k) Plan with Company match
• Life Insurance
• Vacation Time, Sick Leave, Paid Holidays
• Paid Paternity and Maternity Leave

The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.

Disclaimer: The compensation and benefits information provided herein is accurate as of the date of this posting. LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.