Network Engineer

Greetings!

We are seeking a motivated and customer-focused IT Service Management (ITSM) Engineer to join our global IT operations team. This role represents the evolution of a traditional IT Helpdesk function into a structured ITIL-aligned service management model.

The ITSM Engineer will provide Level 1 / Level 1.5 support to US-based end users, ensuring high-quality service delivery through incident, request, and problem management processes. The ideal candidate will have 2–3 years of IT support experience, strong English communication skills, and hands-on experience with ServiceNow or similar ITSM platforms.

Key Responsibilities

 Service Operations & Incident Management

• Manage and resolve Incidents and Service Requests in alignment with ITIL best practices.

• Provide timely support for hardware, software, network, and access-related issues.

• Handle Priority 1 (P1) incidents during scheduled on-call rotations.

• Ensure proper categorization, prioritization, and documentation of tickets within the ITSM platform.

• Meet or exceed SLA and KPI performance targets.

Service Management & Process Adherence

• Follow structured Incident, Problem, and Change Management processes.

• Escalate incidents appropriately to Level 2/3 support teams.

• Identify recurring issues and contribute to problem management initiatives.

• Maintain accurate documentation in the knowledge base.

• Participate in continual service improvement initiatives.

Customer & Communication Excellence

• Provide high-quality support to US-based end users via phone, chat, email, and ticketing systems.

• Demonstrate strong verbal and written English communication skills.

• Maintain professionalism and customer-first mindset in all interactions.

• Provide clear updates and follow-ups to stakeholders.

Tooling & Technology

• Utilize ServiceNow (preferred) or similar ITSM tools for ticket management.

• Support Microsoft Windows environments, O365, Active Directory, VPN, and endpoint tools.

• Assist with user provisioning, password resets, software installations, and access management.

Required Qualifications

• 2–3 years of experience in IT Helpdesk, IT Support, or IT Service Management roles.

• Experience working within an ITSM framework (ITIL exposure preferred).

• Hands-on experience with ServiceNow (preferred) or other ITSM tools (Jira Service Management, Remedy, etc.).

• Strong troubleshooting skills across desktop, network, and application environments.

• Excellent spoken and written English communication skills.

• Experience supporting US-based or international customers preferred.

• Willingness to work US EST shift from India.

• Willingness to participate in rotational after-hours P1 on-call support.

• It is a Full Time Hardware / Network Engineer job for candidates with 3 - 6+ years Experience.