SR. SERVICE DESK ENGINEER (L2)

Job Title: Sr. Service Desk Engineer (L2)
Location: Kochi, India (Onsite)
Permanent - Full Time

About us:

Cyncly is a global technology powerhouse with 2,800+ employees and 70,000+
customers across 100+ countries and 46+ offices. Cyncly transforms the way
customizable products and spaces are imagined, designed, sold, managed and made.
Our end-to-end software solutions connect professional designers, retailers and
manufacturers to the world's largest repository of product content. 

Today, our business spans across the Kitchen & Bath, Furniture, Window, Glass &
Door, and Flooring industries with operations in North & South America, Europe,
Asia Pacific and Africa. 

Cyncly offers over 30 years of experience to deliver more value for our
customers through an expanded portfolio of end-to-end solutions. Our global
presence allows us to provide world-class support and sales with a local touch,
providing the best possible customer experience. 

Cyncly is now embarking on an exciting journey as we continue to expand through
strong organic growth and complementary acquisitions, backed by leading growth
private equity firms specializing in technology.

About the Role

The Sr. Service Desk Engineer is responsible for providing exceptional customer
service and technical support to end-users in a fast-paced IT environment. This
role involves receiving and resolving end-user inquiries, issues, and service
requests via FreshService tickets. The Service Desk Agent will follow ITIL
framework and leverage FreshService tools, including AI functionality to ensure
efficient incident management, problem resolution, and request fulfillment. The
ideal candidate will have excellent communication skills, a strong
customer-centric approach, and experience working with ITIL processes and
FreshService.

Key Responsibilities

* Serve as the primary L2 escalation point for end users and L1 agents,
handling incidents and service requests received via FreshService tickets. 
* Provide exceptional customer service, ensuring timely and effective
resolution of incidents and requests in adherence to defined SLAs. 
* Log, categorize, and prioritize all user interactions accurately and
efficiently within the FreshService system.
* Perform 2nd level triage, troubleshooting, and resolution of technical issues
across hardware and software issues, escalating to L3 team when necessary. 
* Follow ITIL best practices.
* Administer Microsoft 365 services including user provisioning and
deprovisioning, license assignment, Exchange Online mailbox management,
shared mailbox and distribution list configuration, Teams, SharePoint, and
OneDrive support. 
* Support Microsoft Intune for endpoint enrollment, compliance policy
management, configuration profiles, and application deployment,
* Manage device lifecycle events including onboarding, remote wipe, retirement,
and re-enrollment of corporate devices, including Windows Autopilot
provisioning. 
* Provide basic Windows Server support including Active Directory user and
group management.
* Troubleshoot common network connectivity issues at the workstation level,
with working knowledge of TCP/IP, DHCP, DNS, VPN, VLANs, and Wi-Fi
connectivity. 
* Support VPN client configuration and remote connectivity issues for hybrid
and remote workforce.
* Collaborate with infrastructure, network, and security teams to resolve
complex incidents, ensuring timely updates and clear communication to
affected users. 
* Mentor and guide L1 service desk agents through technical coaching and
knowledge sharing. 
* Provide first-level Linux administration support including, service
monitoring, log analysis, and basic troubleshooting of Linux servers and
applications.
* Perform routine operational tasks such as system health checks, patch
verification, file permission management, and remote server access support
using SSH and command-line tools.
* Troubleshoot basic networking, storage, and process related issues on Linux
environments and document resolutions in the ticketing system.
* Monitor server alerts and system performance to proactively identify
operational issues and ensure service availability.
* Coordinate with L3 team to escalate complex Linux related incidents while
maintaining SLA compliance and accurate ticket updates.

Qualifications and Skills:

* Bachelor’s degree in computer science, Information Technology, or a related
field (or equivalent practical experience). 
* A minimum of 4–6 years of experience as a Service Desk Agent or IT Support
Engineer.
* Strong knowledge and practical experience working with the ITIL framework and
processes. 
* Experience in supporting a wide range of technologies, including hardware,
software, networking, and mobile devices.
* Experience working with AD, 365, Intune, Entra-ID
* Familiarity with remote support tools and techniques.
* Proficiency in using FreshService or similar ITSM tools (ServiceNow, Jira
Service Management, etc.). 
* Hands on experience with Microsoft 365 administration, user lifecycle,
Exchange Online, Teams, SharePoint, OneDrive, and the M365 Admin Center. 
* Demonstrated experience with Microsoft Intune or equivalent MDM/UEM platforms
for endpoint management.
* Working knowledge of Windows Server environments, Active Directory,
administration. 
* Basic understanding of networking fundamentals including TCP/IP, DNS, DHCP,
VPN, VLANs, and basic Wi-Fi troubleshooting. 
* Excellent verbal and written communication skills, with the ability to
clearly convey technical information to non technical users. 
* Ability to work independently as well as collaborate effectively across
teams.

Nice to have:

* ITIL Foundation certification.
* Knowledge of IT security principles and best practices.
* Experience with AI tools to improve the accuracy and speed of issue
resolution
* Experience with knowledge management and contributing to a knowledge base.
* Experience in analyzing service desk metrics and generating reports.

Working for us:
At Cyncly, we call our team OneCyncly, a reflection of how we work together as
one, united by our purpose: powering businesses that bring spaces to life. Our
strength comes from our diversity of experiences, perspectives, and skills - and
we thrive when we work together with openness, trust, and respect.

Here, you’ll join a group of colleagues who take ownership, solve problems, and
focus on making an impact. We embrace curiosity, welcome new ideas, and see
mistakes as opportunities to learn. You’ll have the freedom to work flexibly and
autonomously, supported by teammates and leaders who are committed to your
growth.

We celebrate the different ways people contribute and encourage everyone - from
every background - to bring their authentic self to work. Because when we
collaborate, challenge each other, and share what we know, we build something
better together.

If you want to work in a place where your ideas matter, your growth is valued,
and your work shapes the spaces people live, work, and play in - Come join us.