Senior Service Desk Engineer - Unified Operations

About Us :

We are calling candidates on behalf of a Software Solutions company headquartered in East Brunswick, NJ. Incorporated in 2003, It provides solutions across GRC, Technology, Procurement, Healthcare Provider and Oracle domains to customers worldwide.

Position Summary :

We are seeking a technically strong, hands-on Senior Service Desk Engineer to deliver unified support across the Service Desk, NOC, SOC coordination, and enterprise AI/LLM tools. The role requires disciplined SOP execution, strong diagnostic ability, rapid security escalation, high-quality customer communication, and end-to-end ownership.

Critical Responsibilities : Service Quality, Ownership & Customer Confidence :

• Own incidents and requests from acknowledgement through resolution, validation, documentation, and closure.

• Apply hypothesis-driven troubleshooting, verify evidence, identify root cause, and escalate with complete technical context.

Service Desk, NOC & SOC Operations :

• Resolve application incidents across LeapXpert, Claude Code/Cowork, Zoom, Office, Outlook, OneDrive, Windows, Copilot, GitHub, VS Code, SharePoint, Power Platform, Azure, macOS, Adobe, Workday, PeopleSoft, Salesforce, Investran, Snowflake, S&P Capital IQ, DocuSign, and related integrations.

• Use ServiceNow/Jira for ticket lifecycle; ControlUp for approved diagnostics; support Slack/Gizmo Bot and Zoom; administer/troubleshoot Intune, Jamf MDM, Android/iPhone, UniPrint, VPN, VDI, endpoint, access, connectivity, and mobile synchronization issues.

• Monitor and respond using Proofpoint, Exchange Online Protection, Entra ID, Defender, Sentinel, Tenable, Splunk, SentinelOne, Purview, and CrowdStrike.

SOP, Security & Knowledge Discipline :

• Follow approved SOPs and customer workflows without unauthorized deviation.

• Use maker-checker approval for privileged, irreversible, security-sensitive, or business-critical actions.

• Create and improve Confluence knowledge for missing, changed, or recurring scenarios.

AI/LLM Tools Support & Technology Readiness :

• Provide hands-on installation, configuration, access, licensing, integration, and user support across the stated AI/developer, Microsoft/Azure, collaboration, endpoint/mobile, and enterprise-business application portfolio.

Coverage, Handover & Collaboration :

• Provide reliable support during assigned early-morning IST shifts, weekends, and US holidays.

• Complete structured handovers capturing business impact, timeline, diagnostics, evidence, and pending actions.

Required Qualifications :

• 5-10 years of hands-on enterprise Service Desk or unified operations experience supporting global customers.

• Strong hands-on use of ServiceNow, Jira, ControlUp, Slack/Gizmo Bot, Zoom, Intune, Jamf, Android/iPhone, UniPrint, VPN, and VDI.

• Working knowledge of Proofpoint, Exchange Online Protection, Entra ID, Defender, Sentinel, Tenable, Splunk, SentinelOne, Purview, CrowdStrike.

• ITIL 4 Foundation and relevant Microsoft, endpoint, network, cloud, security, or service-management certification are preferred.