Support Engineer (IMS)

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