System Engineer

We are seeking a dedicated and customer-oriented Service Desk Engineer to join our team, providing multi-tiered IT support to end users across Hyderabad and Noida locations. This role operates within a 24x7 rotational shift model, supporting hybrid, remote, and onsite environments. The ideal candidate will have between 2 to 7 years of experience and be comfortable working night shifts and weekends to ensure continuous service coverage. You will be responsible for delivering Level 1 support, resolving basic software and hardware issues, and performing advanced diagnostics for escalated incidents.

Key Responsibilities
- Assist and guide end users in utilizing self-help tools to resolve common software and hardware issues.
- Manage incident and service request reporting efficiently, ensuring timely resolution.
- Support password reset tools and account recovery processes to maintain user access.
- Address “how-to” queries and fulfill routine service requests such as password resets, account unlocks, VPN connectivity, and troubleshooting issues related to Teams and Outlook.
- Log, categorize, and track incidents and requests through to closure, maintaining accurate records.
- Handle escalated issues requiring specific application knowledge or advanced troubleshooting techniques.
- Perform diagnostics and provide remote support for complex incidents to minimize downtime.
- Coordinate with field services for part ordering and desk-side visits in line with client policies.
- Ensure proper documentation of all activities and escalate unresolved issues to Level 2 support teams as needed.

Required Qualifications
- Bachelor’s degree in IT, Computer Science, or a related field, or equivalent professional experience.
- Between 2 to 7 years of relevant experience in IT support or service desk roles.
- Strong familiarity with IT Service Management (ITSM) platforms such as ServiceNow.
- Solid understanding of Windows operating systems, basic networking concepts, and enterprise applications.
- Excellent written and verbal communication skills in English to effectively interact with users and team members.
- ITIL Foundation knowledge or certification is highly desirable.
- Experience using remote desktop and diagnostic tools to troubleshoot and resolve issues.
- Ability to create, maintain, and update Standard Operating Procedures (SOPs) and user guides.
- Strong analytical and problem-solving skills to identify root causes and implement solutions.

Preferred Qualifications and Benefits
- Experience working in a hybrid Return to Office (RTO) model supporting 24x7 operations.
- Exposure to rotational shift patterns and willingness to work night shifts and weekends as required.
- Opportunity to work with a dynamic team at Infinite Computer Solutions, gaining exposure to diverse IT environments and technologies.

This position offers a challenging yet rewarding environment for professionals looking to advance their career in IT support while contributing to seamless business operations. If you are proactive, technically skilled, and committed to delivering excellent customer service, we encourage you to apply.