Engineer III - Sr Service Tech

Requisition Number: 105315 

Engineer III-Senior Services Technician

Location: The role will be a hybrid position, Delhi NCR, Hyderabad, Bangalore
Shift:  US aligned shift

Insight at a Glance

• 14,000+ engaged teammates globally
• $8.2 billion in revenue in 2025
• Certified as a Great Place to work in 9 Countries in 2025
• Fortune 500 Company (No. 447) in 2025
• Received 25+ industry and partner awards in the past year
  
  

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 organizations through complex digital decisions. 

Job Summary

The Senior Services Technician (L2.5 / L3‑leaning) is a senior escalation and enablement role within the Service Desk, responsible for resolving complex technical issues, reducing dependency on downstream teams, and continuously improving service quality and resolution capability.

This role goes beyond standard L2 support by owning advanced troubleshooting, contributing to problem management, actively developing the knowledge base, and coaching Service Desk agents to increase first‑contact and first‑level resolution. The technician serves as a technical authority for Microsoft Enterprise End‑User Computing (EUC) services and is a key contributor to service desk maturity and shift‑left initiatives.

Key Responsibilities

Advanced Technical Support & Resolution

• Serve as a senior escalation point for complex, high‑impact incidents and service requests that require advanced investigation and resolution.
• Perform deep technical troubleshooting across Windows 10/11 environments, including OS configuration, performance optimization, patching issues, and security‑related incidents.
• Resolve advanced Microsoft 365 requests and incidents, including:
• Exchange Online: mailbox provisioning, permissions, shared mailboxes, distribution lists, email delivery and access issues
• Microsoft Entra (Azure AD): identity, access, group management, conditional access support, and authentication troubleshooting
• Provide advanced support for Microsoft Office applications, including Outlook, Teams, Excel, Word, and PowerPoint, addressing complex configuration and integration issues.
• Lead resolution of hardware and end‑user device issues, including diagnostics, repair coordination, imaging support, peripheral troubleshooting, and vendor engagement where required.
• Ensure detailed, accurate documentation of troubleshooting steps, root cause, and resolution within ServiceNow ITSM.

Service Desk Operations & ITSM Excellence

• Manage incidents, service requests, tasks, and escalations in ServiceNow, ensuring compliance with categorization, prioritization, SLA, and client‑specific support models.
• Proactively identify recurring issues and participate in problem management, including root cause analysis and corrective action recommendations.
• Actively reduce ticket reassignments and escalations by resolving issues within the Service Desk wherever feasible.
• Support Major Incident response as a senior technical contributor when required.

Knowledge Management & Continuous Improvement

• Own and actively contribute to knowledge management as a continuous improvement function, including:
• Creation, review, and maintenance of high‑quality technical knowledge articles
• Ensuring articles are accurate, reusable, and aligned to shift‑left and self‑enablement objectives
• Identifying knowledge gaps based on ticket trends and operational pain points
• Drive improvements in first‑contact and first‑level resolution through better documentation, standardization, and troubleshooting guidance.
• Participate in service improvement initiatives focused on reducing repeat incidents, improving resolution times, and enhancing user experience.
• Collaborate with Service Desk leadership and engineering teams to align documentation and troubleshooting practices with evolving environments.

SME, Coaching & Enablement

• Serve as a Subject Matter Expert (SME) for Microsoft 365, Windows, and hardware support within the Service Desk.
• Provide hands‑on coaching and technical mentorship to L1 and L2 technicians through:
• Case reviews and knowledge walk‑throughs
• Real‑time support and guided troubleshooting
• Contribution to training materials and service runbooks
• Support quality assurance efforts by improving technical accuracy, depth of resolution, and overall ticket quality.

Required Qualifications & Experience

Technical Skills

• Advanced experience supporting Windows 10/11 in enterprise environments
• Strong hands‑on experience with Microsoft 365, including Exchange Online and Microsoft Entra
• Proven hardware troubleshooting and break/fix experience for laptops, desktops, and peripherals
• Advanced proficiency with Microsoft Office applications, particularly Outlook and Teams
• Solid working knowledge of ServiceNow ITSM or comparable enterprise ITSM tools
• Strong understanding of ITIL‑aligned service desk operations

Experience

• 5+ years of experience in IT Service Desk or End‑User Support roles
• Demonstrated experience at L2 / L2.5 level, with L3‑leaning responsibilities
• Experience in managed services or large enterprise environments strongly preferred
• Customer‑centric mindset with a continuous improvement focus

Certifications (Preferred)

• ITIL Foundation
• Microsoft certifications (e.g., MS‑900, MD‑102, or equivalent)
• CompTIA A+, Network+, or similar

What Success Looks Like in This Role

• Increased resolution of complex tickets within the Service Desk (reduced L3 escalation)
• Measurable improvement in hardware and Microsoft 365 resolution rates
• A stronger, more self‑sufficient L1/L2 team through coaching and knowledge sharing
• A high‑quality, actively maintained knowledge base supporting shift‑left objectives
• Improved end‑user satisfaction and reduced repeat incidents

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Posting Notes: Gurugram || Haryāna (IN-HR) || India (IN) || Engineering; IT Infrastructure & Support || [[mfield3]] || IN - Gurugram ||