Job Title: Sr. Service Desk Engineer - Level 2

Location: Kochi, India (Onsite)

Permanent - Full Time

About Us:

Cyncly is a global technology powerhouse with 2,400+ employees and 70,000+ customers across 100+ countries. 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 brings 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.

Build Your Career with Cyncly in Kochi

Kochi is Cyncly's newest hub, opening doors to exciting career opportunities across diverse functions. Here, you'll collaborate with global experts, engage in innovative projects, and grow in a culture that values innovation, flexibility, and continuous learning. With access to top mentors, excellent learning resources, and a flexible and autonomous working environment, you'll have everything you need to thrive.

About the Role

The Senior Service Desk Engineer (L2) 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 Senior Service Desk Engineer 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 Position Responsibilities Include:

Serve as the first point of contact for end-users, responding to customer inquiries, issues, and service requests via FreshService tickets.
Provide exceptional customer service, ensuring timely and effective resolution of incidents and requests, adhering to defined service level agreements (SLAs).
Log and categorize all customer interactions accurately and efficiently in the FreshService system.
Perform initial triage, troubleshooting, and resolution of technical issues, escalating to appropriate teams or specialists when necessary.
Follow ITIL best practices for incident management, problem management, and request fulfilment processes.
Collaborate with technical teams to resolve complex incidents and problems, ensuring timely communication and updates to customers.
Provide clear and concise documentation of incident details, troubleshooting steps, and resolutions in the FreshService knowledge base.
Continuously improve the knowledge base by identifying recurring issues and suggesting updates or new articles.
Maintain a thorough understanding of the organization's products, services, and technology infrastructure to effectively address customer inquiries and issues.
Proactively identify opportunities to improve customer satisfaction and service delivery processes.
Stay up to date with industry trends, emerging technologies, and best practices related to service desk operations.

Required Experience and Qualifications:

Bachelor's degree in computer science, Information Technology, or a related field.
A minimum 4-6 years of experience as a Service Desk Agent or similar customer service role in an IT environment.
Strong knowledge and practical experience working with ITIL framework and processes.
Proficiency in using FreshService or similar IT service management (ITSM) tools.
Excellent verbal and written communication skills, with the ability to effectively communicate technical information to non-technical users.
Strong problem-solving and troubleshooting skills, with the ability to follow standard procedures and escalate issues as appropriate.
Ability to handle multiple tasks and prioritize effectively in a fast-paced, dynamic environment.
Customer-focused mindset with a strong commitment to delivering exceptional service.
Familiarity with common desktop and business applications, operating systems, and networking concepts.
Ability to work independently as well as collaborate effectively in a team environment.

Desired Skills:

ITIL Foundation certification.
Experience in supporting a wide range of technologies, including hardware, software, networking, and mobile devices.
Familiarity with remote support tools and techniques.
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.