{"id":1272310,"url":"https://alion.io/job/knowledge-artisan-senior-service-desk-engineer","title":"Senior Service Desk Engineer","company":{"id":3800696,"name":"Knowledge Artisans","domain":"theknowledgeartisans.com","url":"https://alion.io/company/knowledge-artisan","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":12500,"max_usd":33000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":643},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure","optional":false},{"name":"Claude Code","optional":false},{"name":"Confluence","optional":false},{"name":"Copilot","optional":false},{"name":"Crowdstrike","optional":false},{"name":"GitHub","optional":false},{"name":"ITIL","optional":false},{"name":"Jira","optional":false},{"name":"LLM","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"OneDrive","optional":false},{"name":"Outlook","optional":false},{"name":"SentinelOne","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"SharePoint","optional":false},{"name":"Slack","optional":false},{"name":"Snowflake","optional":false},{"name":"Splunk","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-03T04:54:30Z","employer_posted_date":null,"last_verified_at":"2026-09-03T04:54:30Z","board_verified":false,"closed_at":null,"days_open":41,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":41},"description":"About Us : \n\nWe 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.\n\nPosition Summary : \n\nWe 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.\n\nCritical Responsibilities : \n\nService Quality, Ownership & Customer Confidence : \n\n- Own incidents and requests from acknowledgement through resolution, validation, documentation, and closure.\n\n- Apply hypothesis-driven troubleshooting, verify evidence, identify root cause, and escalate with complete technical context.\n\nService Desk, NOC & SOC Operations : \n\n- 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.\n\n- 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.\n\n- Monitor and respond using Proofpoint, Exchange Online Protection, Entra ID, Defender, Sentinel, Tenable, Splunk, SentinelOne, Purview, and CrowdStrike.\n\nSOP, Security & Knowledge Discipline : \n\n- Follow approved SOPs and customer workflows without unauthorized deviation.\n\n- Use maker-checker approval for privileged, irreversible, security-sensitive, or business-critical actions.\n\n- Create and improve Confluence knowledge for missing, changed, or recurring scenarios.\n\nAI/LLM Tools Support & Technology Readiness : \n\n- 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.\n\nCoverage, Handover & Collaboration : \n\n- Provide reliable support during assigned early-morning IST shifts, weekends, and US holidays.\n\n- Complete structured handovers capturing business impact, timeline, diagnostics, evidence, and pending actions.\n\nRequired Qualifications : \n\n- 5-10 years of hands-on enterprise Service Desk or unified operations experience supporting global customers.\n\n- Strong hands-on use of ServiceNow, Jira, ControlUp, Slack/Gizmo Bot, Zoom, Intune, Jamf, Android/iPhone, UniPrint, VPN, and VDI.\n\n- Working knowledge of Proofpoint, Exchange Online Protection, Entra ID, Defender, Sentinel, Tenable, Splunk, SentinelOne, Purview, CrowdStrike.\n\n- ITIL 4 Foundation and relevant Microsoft, endpoint, network, cloud, security, or service-management certification are preferred.\n\nSkills\nIntegrated Service Desk, Network Operations Center, Security Operations Center, Sharepoint, Power Platform, VPN, Entra ID, Monitoring Tools, Artificial Intelligence, LLM, 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