Engineer II

Engineer II-Service Desk

Location: This is a hybrid opportunity in Delhi NCR, Bangalore, Hyderabad, Gurugram area. 

Insight at a Glance 

• 14,000+ engaged teammates globally with operations in 25 countries across the globe. 

• Received 35+ industry and partner awards in the past year 

• $9.2 billion in revenue 

• #20 on Fortune’s World's Best Workplaces™ list 

• #14 on Forbes World's Best Employers in IT – 2023 

• #23 on Forbes Best Employers for Women in IT- 2023 

• $1.4M+ total charitable contributions in 2023 by Insight globally 

Now is the time to bring your expertise to Insight. We are not just a tech company; we are a people-first company. We believe that by unlocking the power of people and technology, we can accelerate transformation and achieve extraordinary results. As a Fortune 500 Solutions Integrator with deep expertise in cloud, data, AI, cybersecurity, and intelligent edge, we guide organisations through complex digital decisions.  

About the role  

As a Services Technician (Service Desk - Level 2), you will provide advanced end-user computing support within a multi-tier MSP Service Desk environment and resolve escalated incidents and service requests across modern workplace technologies. We will count on you to own tickets end-to-end, deliver high-quality resolutions, and collaborate with Level 2.5 teams on complex or engineering-level issues. Along the way, you will get to:  

• Diagnose, troubleshoot, and resolve escalated incidents and service requests within SLA targets using ServiceNow, including issues across Microsoft 365, Exchange Online, Windows 11, Entra ID, MFA, Intune, Cisco AnyConnect VPN, Adobe applications, and peripheral devices. 

• Maintain accurate ticket categorization, prioritization, work notes, user updates, resolution validation, and documentation to support SLA compliance and audit readiness. 

• Escalate complex issues to Level 2.5 with complete diagnostics and collaborate with infrastructure, security, and application teams, including participation in major incident calls. 

• Create and maintain knowledge articles, SOPs, and troubleshooting guides; identify recurring issues; and strengthen Level 1.5 capability through feedback and knowledge transfer. 

• Be AmbITious: This opportunity is not just about what you do today but also about where you can go tomorrow. When you bring your hunger, heart, and harmony to Insight, your potential will be met with continuous opportunities to upskill, earn promotions, and elevate your career. 

What we’re looking for 

• 2-4 years of experience in Service Desk, Desktop Support, or a Managed Services environment, with the ability to work effectively in a fast-paced, SLA-driven, 24x7 support environment. 

• Hands-on experience supporting Windows 10/11, Microsoft 365 and Exchange Online, Microsoft Entra ID, MFA, Microsoft Intune, Cisco AnyConnect VPN, Adobe applications, and peripheral devices. 

• Experience using ServiceNow or a similar ITSM platform, including ticket lifecycle management, documentation, SLA adherence, structured troubleshooting, and root cause analysis. 

• Strong English verbal and written communication skills for supporting global users, explaining technical issues clearly, and documenting troubleshooting steps and resolutions. 

What you can expect  

We’re legendary for taking care of you, your family and to help you engage with your local community. We want you to enjoy a full, meaningful life and own your career at Insight. Some of our benefits include: 

• Freedom to work from another location—even an international destination—for up to 30 consecutive calendar days per year. 

• Medical Insurance 

• Health Benefits 

• Professional Development: Learning Platform and Certificate Reimbursement 

• Shift Allowance 

But what really sets us apart are our core values of Hunger, Heart, and Harmony, which guide everything we do, from building relationships with teammates, partners, and clients to making a positive impact in our communities.