About this role
POSITION TITLE:Europe Helpdesk Engineer
Are you passionate about IT and eager to grow your career in a dynamic, international environment? Join our Service Desk team in India, where you’ll be the first point of contact for IT support across Europe — and where your ambition can lead you to a leadership role.
OBJECTIVE:
As a Service Desk Engineer, you’ll support over 16.2 k+ users across 17 different IT user zones in Europe, ensuring smooth operations for our laboratories, offices, and VIP users. You’ll handle a wide range of IT issues, from Microsoft 365 to workplace hardware, and play a key role in delivering high-quality service.
What You’ll Do
· Provide 1st line IT support for end users across Europe.
· Troubleshoot and resolve issues related to:
o Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
o Windows 10/11
o Identity & Access Management
o Printing and patching (desktop/server)
o Application triage and routing
· Register, classify, and follow up on tickets using internal processes.
· Escalate complex issues to 2nd line support when needed.
· Contribute to documentation, knowledge base articles, and service catalog improvements.
· Identify and document workarounds and recurring issues.
What You Bring
· Experience in a Service Desk or IT support role.
· Strong troubleshooting skills, especially with Windows and M365.
· Excellent communication skills in English
· A proactive, “can-do” attitude and the ability to thrive in a fast-paced environment.
Nice to Have
· Experience with Windows Server, Active Directory, or networking.
· Familiarity with BMC Helix ticketing system
· ITIL Foundation certification.
· Knowledge of Azure, SCCM, or Intune.
Why Join Us?
· Work in a vibrant, multicultural team in India
· Be part of a company that values growth, learning, and internal mobility.
· Gain exposure to a modern IT environment supporting critical business operations.
· Clear path to leadership for ambitious professionals.
Personal Skills:
• Team Player
• Smart worker
• Quick learner
• Willingness to work in 24x7 shifts.
Qualification: Bachelor's degree or comparable education
Experience – 3 to 6 years into Service Desk
PREFERED CANDIDATES:
· The successful candidate will have a self-motivated, get-it-done attitude; the ability to think critically; enjoy working with teams spread globally and across cultures; a desire to learn in new areas; and the discipline to pay attention to deadlines, details and quality.
· Good communication and interpersonal skills to interact with team in Europe
· BE Computer Science/MCA or any other Bachelor’s degree with the right experience
· Will be an added advantage if worked on Laboratory related applications