Sr Service Desk Engineer
Primary stack
Nice to have's
Job description
About the Position
Sr Service Desk Engineer
Location: Mumbai / Pune, India
Type: Hybrid
About Us
Why Linedata?
Join us in shaping the fintech of tomorrow.
With more than 1,350 colleagues across 20 locations worldwide, you'll help build cutting-edge platforms and tailored services that power the daily operations of 700 leading financial institutions. As a global, multicultural company with over 45 nationalities and just as many languages spoken, we thrive on diverse perspectives and collaboration. Together, we tackle future-focused topics like AI and the digitalization of finance, delivering smart solutions for our customers.
Whether you're just beginning your career or are an experienced professional, Linedata offers exposure to large-scale client projects, internal mobility, and opportunities to develop your skills alongside leading experts.
Responsibilities
- Provide L2 enterprise Service Desk and white-glove user support.
- Own incidents and requests through resolution or coordinated closure while meeting SLA and ticket-quality standards.
- Provide L2 support through ITSM portal, email, chat, phone, and remote-support tools.
- Resolve Windows, Microsoft 365, Outlook, Teams, SharePoint, OneDrive, Citrix/VDI, VPN, SSO, endpoint, printer, and mobile-device issues.
- Handle incidents, access requests, onboarding/offboarding, password issues, hardware, and business-application support tickets.
- Maintain end-to-end ownership: categorization, prioritization, troubleshooting, SLA updates, escalation, user communication, and closure.
- Coordinate with application, infrastructure, network, security, and vendor teams for dependent tickets.
- Support Sev-1 incidents, ticket correlation, queue surges, backup/replication alerts, and file-restore requests.
- Create knowledge articles and document technical resolutions.
Requirements
- 5+ years in Enterprise Service Desk, EUC, Desktop Support, or IT Support.
- Experience with Freshservice, ServiceNow, Jira Service Management, or comparable ITSM platform.
- Proficiency with Windows 10/11, Microsoft 365, Outlook, Teams, SharePoint, OneDrive, Intune, and Active Directory/Entra ID.
- Familiarity with Citrix/VDI, VPN, RDP, SSO, MFA, remote-support, and RMM tools.
- Knowledge of ITIL Incident Management, Service Requests, SLA, and escalation procedures.
- Strong written/verbal English and VIP/executive-user support experience.
Nice to Have
- ITIL Foundation certification.
- Experience with Okta, Zscaler/ZIA, Mimecast, RingCentral, Zoom, VMware, iOS/Android, and backup/replication.
We Offer
- Opportunity to work in a global, multicultural environment.
- Exposure to large-scale client projects.
- Internal mobility and professional development opportunities.
- Collaboration with leading experts in the fintech industry.
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