Senior Service Desk Engineer - Unified Operations

Job Description - Senior Service Desk Engineer - Unified Operations (NOC/SOC/Service Desk)About Us:

Atlas Systems Inc. is a Software Solutions company headquartered in East Brunswick, NJ. Incorporated in 2003, Atlas provides solutions across GRC, Technology, Procurement, Healthcare Provider and Oracle domains to customers worldwide.

Job Title: Senior Service Desk Engineer - Unified Operations (NOC/SOC/Service Desk)

Location: Bangalore (Work from Office / Hybrid as applicable)

Work Timing: EST Hours / Weekend / Flexibility for US Support and Major Incidents

Experience: 5 - 10 Years

Engagement Type: Long-term / Multi-year (Contract / Full-time)

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. The engineer must operate as a solution provider - not a scripted order taker - and continually remain current with the customer technology landscape.

Critical Responsibilities:Service Quality, Ownership & Customer Confidence:

• Own incidents and requests from acknowledgement through resolution, validation, documentation, and closure; communicate impact, progress, risks, dependencies, and next actions clearly.

• Apply hypothesis-driven troubleshooting, verify evidence, identify root cause, prevent recurrence, and escalate with complete technical context when specialist intervention is required.

• Deliver accurate, right-first-time support that earns customer confidence and demonstrates technical maturity comparable with the customer's onsite IT team.

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; recognize phishing, compromise, malware, anomalous access, data exposure, and immediately preserve evidence and follow SOC procedures.