Support Engineer (IMS)

Job description

**Role Summary** **Team** **Service Desk – Healthcare Client** **Experience** 3–5 years in Service Desk with L1.5/L2 exposure **Location** Bangalore/Hyderabad **Working Hours** 24×7 rotational; expected to anchor critical windows and mentor L1s **Role Summary** **Mid‑level analyst providing L1.5/L2 support, handling escalations and complex issues, mentoring L1 staff, driving KB quality and problem reduction in a healthcare context with strict SLAs.** **Key Responsibilities** - Own escalated tickets; perform deep‑dive troubleshooting (O365, AD, Exchange Online, VPN, VDI, clinical apps) - Lead major incident participation during the shift and ensure timely comms/bridges as needed - Perform standard admin tasks with guardrails (mailbox, DL, access, printers, profiles) - Create/curate KB articles; coach L1 team for FCR uplift and ticket hygiene - Trend analysis for repeat issues; propose problem records and preventive actions - Partner with onshore teams for changes, pilot rollouts and post‑incident reviews **Must‑Have Skills** - Strong ServiceNow hands‑on (queues, assignment groups, SLAs, KB) - Proficient troubleshooting across O365, AD, Windows, VPN, VDI/Citrix - Healthcare IT support experience (HIPAA‑aware handling of PHI) - Ability to handle P2/P3 independently and support P1 bridges - Mentoring/peer‑coaching experience **Tools / Technologies** - ServiceNow ITSM, Problem and Change (awareness) - Microsoft 365 admin basics; Azure AD user operations (guardrailed) - Remote tools, log collection utilities **Performance KPIs** - Escalation resolution rate and time‑to‑restore - KB contribution and L1 FCR uplift attributable to coaching - Repeat incident reduction on owned categories - SLA Compliance & CSAT on escalated tickets **Behavioral / Soft Skills** - Crisp incident communication and stakeholder updates - Coaching mindset; constructive feedback to L1s - Analytical thinking; pattern recognition for problem records - Calm under pressure during P1/P2 handling