Service Desk Engineer

Esko is a part of Veralto’s Product Quality & Innovation companies. Esko is a global provider of integrated software and hardware solutions that accelerate the go-to-market process of packaged goods. Our products empower teams to support and manage the packaging design and print processes for brand owners, retailers, pre-media and trade shops, manufacturers, and converters.

Veralto is a global leader in essential technology solutions with annual revenue of nearly $5 billion and a proven track record of solving some of the most complex challenges we face as a society. Our industry-leading companies and globally recognized brands are building on a long-established legacy of innovation and customer trust to create a safer, cleaner, more vibrant future. Veralto is headquartered in Waltham, Mass. with 13 operating companies and 300+ locations worldwide. Our global team of 16,000 associates is committed to making an enduring positive impact on the world and is united by a powerful purpose: Safeguarding the World’s Most Vital Resources™.

Imagine a world where everyone has access to clean water, safe food and medicine, and trusted essential goods. That is the tomorrow Veralto (VLTO) is creating today.

Veralto’s Product Quality & Innovation companies—Esko, Linx, Pantone, Videojet, and X-Rite—help package and protect the world’s food, medicine, and essentials, tracing and authenticating billions of goods that travel the global supply chain every day.

Veralto’s Water Quality companies—Aquatic Informatics, ChemTreat, Hach, McCrometer, OTT HydroMet, Sea-Bird Scientific, Trojan Technologies and XOS—help manage, treat, purify, and protect the global water supply, from municipal and industrial wastewater treatment facilities to lakes, rivers, watersheds, and oceans.

Job Description

The Service Desk Engineer is responsible for providing remote technical support and assistance to end-users across the organization. They will play a crucial role in resolving IT-related issues remotely, ensuring the smooth operation of systems, and delivering exceptional customer service. The ideal candidate will have a strong technical background, excellent communication skills, and flexible to work in 24/7 environment. This role will be located in Bangalore and this role is ON-Site.

In this role, a typical day will look like

Provide remote technical support and assistance to end-users, addressing basic software and account related issues like password troubleshooting, bit locker recovery, and O365 tools.

Respond to incoming support requests via various channels (phone, email, chat), ensuring timely and accurate resolution that align with SLAs and KPIs.

Troubleshoot and diagnose technical issues reported by end-users, utilizing remote tools and diagnostic techniques.

Escalate complex or unresolved issues to appropriate support teams or senior analysts for further investigation and resolution.

Follow standard operating procedures to assist with IT account provisioning and deprovisioning. Maintain thorough and accurate records of support interactions, actions taken, and resolutions provided.

Provide clear and concise instructions to end-users regarding system usage, troubleshooting steps, and preventive measures.

Contribute to the knowledge base by creating and updating support articles, guides, and FAQs.

Stay updated with the organization's IT policies, procedures, and technologies to ensure accurate and effective support delivery.

The essential requirements of the job include

Strong knowledge of IT fundamentals, including hardware, operating systems (MAC, Windows 10, 11), networking, and productivity software such as PDF software, Office 365.

1-3 years of experience is required as a Service Desk Engineer or Technical support.

Proficiency in troubleshooting common desktop, laptop, and mobile device issues.

Familiarity with remote support tools and technologies.

Active Directory User Administration.

Excellent communication skills, both verbal and written, with the ability to communicate technical information effectively to non-technical users.

Customer-centric approach with a passion for delivering exceptional customer service.

Strong problem-solving and analytical skills, with the ability to multi-task and quickly diagnose and resolve technical issues.

Ability to work independently and collaboratively in a fast-paced and dynamic environment.

Experience working with IT Service Management practices (e.g. Incident/problem/change management, etc.) using enterprise ticketing systems and tools.

Flexible to work in different shifts to provide 24/7 support.

What We Value

We believe that real breakthroughs come from teams that think big and respect each other’s differences – different ideas, different perspectives, and different experiences. We encourage all voices to be heard, both internally as we collaborate and externally as we listen to our customers’ most pressing needs. And we would love to have you on this journey with us! Apply today.

Our Culture

More important than what we do is how we operate together as a team across our global organization. Each of our businesses has a unique local culture which is inspired by variety of perspectives our diverse team members bring to the table. However, Veralto and all our businesses share the same foundation comprised of our values and passion for continuous improvement through the Veralto Enterprise System that enables our teams to bring our unifying purpose to life around the world.

Our Values

We serve humanity with purpose and integrity

We unlock ingenuity for customer success

We deliver results as a team

We continually improve for enduring impact

Our offer

We grow talent; we give you the opportunity to develop your career based on your strengths. ESKO is a career destination for engaged passionate and talented people who are driven to seek innovation, growth and opportunity.

A career with ESKO will push you and challenge you, providing growt