IT Service Desk / Technical Support Engineer

Location: Kurla / Worli, Mumbai
Experience: Mid-Senior Level
Salary: Up to ?6 LPA
Notice Period: Immediate Joiners preferred

About the Role

We are looking for an experienced ITIL / ITSM Technical Support Engineer for our client in Mumbai.

Key Requirements

• Strong knowledge of ITIL / ITSM processes.
• Experience in managing Service Desk teams.
• Hands-on experience managing L1 & L2 Support Engineers.
• Experience handling VIP / Executive Support.
• Good exposure to L3-level technical support & escalations.
• Strong knowledge of Incident, Problem & Change Management.
• Experience with ITSM / Ticketing tools such as ServiceNow, Jira, etc.
• Strong SLA, escalation and stakeholder management skills.
• Excellent communication and team-handling abilities.

Ideal Candidate

Candidates who have progressed from L1/L2 Technical Support to senior/team-handling roles, with strong ITSM/ITIL exposure and experience managing escalations, VIP users and critical incidents.