Senior Service Desk Engineer

Job Description – Senior Service Desk Engineer – Unified Operations (NOC/SOC/Service Desk)

We are seeking a technically strong, hands-on Senior Service Desk Engineer to deliver unified support across the Service Desk, NOC, SOC coordination, and enterprise AI/LLM tools. The role requires disciplined SOP execution, strong diagnostic ability, rapid security escalation, high-quality customer communication, and end-to-end ownership. The engineer must operate as a solution provider—not a scripted order taker—and continually remain current with the customer technology landscape.

Service Quality, Ownership & Customer Confidence

• Own incidents and requests from acknowledgement through resolution, validation, documentation, and closure; communicate impact, progress, risks, dependencies, and next actions clearly.
• Apply hypothesis-driven troubleshooting, verify evidence, identify root cause, prevent recurrence, and escalate with complete technical context when specialist intervention is required.
• Deliver accurate, right-first-time support that earns customer confidence and demonstrates technical maturity comparable with the customer’s onsite IT team.

Service Desk, NOC & SOC Operations

• Resolve application incidents across LeapXpert, Claude Code/Cowork, Zoom, Office, Outlook, OneDrive, Windows, Copilot, GitHub, VS Code, SharePoint, Power Platform, Azure, macOS, Adobe, Workday, PeopleSoft, Salesforce, Investran, Snowflake, S&P Capital IQ, DocuSign, and related integrations.
• Use ServiceNow/Jira for ticket lifecycle; ControlUp for approved diagnostics; support Slack/Gizmo Bot and Zoom; administer/troubleshoot Intune, Jamf MDM, Android/iPhone, UniPrint, VPN, VDI, endpoint, access, connectivity, and mobile synchronization issues.
• Monitor and respond using Proofpoint, Exchange Online Protection, Entra ID, Defender, Sentinel, Tenable, Splunk, SentinelOne, Purview, and CrowdStrike; recognize phishing, compromise, malware, anomalous access, data exposure, and immediately preserve evidence and follow SOC procedures.

SOP, Security & Knowledge Discipline

• Follow approved SOPs and customer workflows without unauthorized deviation, especially for joiners/leavers, user disablement, privileged accounts, password incidents, disk cleanup, application removal, endpoint remediation, and security events.
• Use maker-checker approval for privileged, irreversible, security-sensitive, or business-critical actions; never bypass approvals or execute assumptions without validation.
• Create and improve Confluence knowledge for missing, changed, or recurring scenarios; capture diagnostics, decision points, screenshots/evidence, escalation criteria, resolution, validation, and rollback guidance.

AI/LLM Tools Support & Technology Readiness

• Provide hands-on installation, configuration, access, licensing, integration, and user support across the stated AI/developer, Microsoft/Azure, collaboration, endpoint/mobile, and enterprise-business application portfolio.
• Diagnose provisioning, authentication, sessions, permissions, connectors, email/mobile synchronization, model access, response quality, privacy, safety, latency, quota, service availability, and vendor-dependent issues.
• Remain current through release reviews, hands-on labs, updated troubleshooting guides, knowledge demonstrations, security drills, and role-based recertification.

Coverage, Handover & Collaboration

• Provide reliable support during assigned early-morning IST shifts, weekends, and US holidays; maintain readiness, punctuality, availability, and prompt escalation throughout the coverage window.
• Complete structured handovers capturing business impact, timeline, diagnostics, evidence, SOP/knowledge used, current hypothesis, security implications, pending actions, owner, and next-update commitment.
• Collaborate closely with onsite customer focals, NOC, SOC, identity, endpoint, cloud, application, and vendor teams; avoid repeated questions by reviewing ticket history and existing knowledge before engagement.
• Immediately report any ownership, access, staffing, or service-transition change that could create a coverage, security, knowledge, or accountability gap.

Required Qualifications

• 5–10 years of hands-on enterprise Service Desk or unified operations experience supporting global customers in structured, SLA-driven environments.
• Strong hands-on use of ServiceNow, Jira, ControlUp, Slack/Gizmo Bot, Zoom, Intune, Jamf, Android/iPhone, UniPrint, VPN, and VDI, with practical Windows/macOS, Microsoft 365, identity, endpoint, mobile, network, and application troubleshooting.
• Working knowledge of Proofpoint, Exchange Online Protection, Entra ID, Defender, Sentinel, Tenable, Splunk, SentinelOne, Purview, CrowdStrike, alert handling, phishing, identity compromise, endpoint security, escalation, and evidence handling.
• Practical support experience across LeapXpert, Claude Code/Cowork, Copilot, GitHub, VS Code, SharePoint, Power Platform, Azure, Adobe, Workday, PeopleSoft, Salesforce, Investran, Snowflake, S&P Capital IQ, DocuSign, and comparable enterprise applications.
• Demonstrated ability to follow controlled procedures precisely, diagnose beyond scripts, manage multiple priorities, write high-quality tickets and knowledge articles, and communicate confidently with senior customer stakeholders.
• ITIL 4 Foundation and relevant Microsoft, endpoint, network, cloud, security, or service-management certification are preferred. Flexibility for early-morning IST, weekend, US-holiday, and major-incident support is required.