Service Desk Engineer

About Atomic North

Atomic North Private Limited (www.atomicnorth.com) is the India-based global delivery organization supporting North American clients through its parent company, Supra ITS (www.supraits.com). Atomic North delivers services across Managed IT, Cloud, Cybersecurity, Application Services, and Business Operations, operating in a 247 global delivery model.

As an extension of client-facing teams, Atomic North takes end-to-end ownership of service outcomes, with a strong focus on operational discipline, clear communication, and consistent service quality. The organization serves as the central delivery and operations backbone for Supra's Managed IT, Application Services, and BPO businesses.

As an integral part of Supra ITS international ecosystem, Atomic North works in close collaboration with North American leadership teams, ensuring transparency, governance, and seamless global delivery.

About Supra ITS

Founded in 1999, Supra ITS is a globally trusted technology services partner delivering Managed IT Services, Cybersecurity, Digital Transformation, Application Services, and Business Process Outsourcing. Headquartered in Brampton, Ontario, Supra ITS operates across Canada, the United States, the United Kingdom, and India.

Supra's Network Operations Centers (NOCs) in Canada and India provide 247 coverage, ensuring operational continuity and a consistently high client experience. Its end-to-end service portfolio spans infrastructure management, private and hybrid cloud, security operations, service desk, and disaster recovery.

With a security-first, SLA-driven approach, Supra ITS takes full ownership of client IT environments, enabling customers to focus on business growth while Supra ensures reliability, security, and scalability.

Canon Partnership

In 2021, Canon Canada made a strategic equity investment in Supra ITS, reflecting a shared commitment to secure, innovative, and customer-centric technology solutions.

Today, Canon and Supra operate as an integrated partnershipcombining Canon's global innovation and enterprise strength with Supra's agility and managed services expertise to drive rapid growth across North America.

Together, Canon and Supra are redefining enterprise technology delivery through strong engineering, operational excellence, and deep customer relationships.

Position: Service Desk Engineer

Experience: 4+ Yrs

Location: Pune/Noida

About the Role

As a Service Desk Engineer, you will be part of Atomic North's frontline IT operations team, supporting enterprise users across North America. This role is hands-on, customer-facing, and SLA-driven, with clear ownership from first contact to resolution.

You will work in a structured MSP environment, supporting modern Microsoft platforms and end-user systems while collaborating closely with NOC, Infrastructure, and Security teams.

What You'll Do

• Provide advanced technical support for laptops and end-user devices
• Troubleshoot Windows OS, Microsoft 365 (Outlook, Teams, SharePoint), file servers, and printers
• Own service desk tickets from logging to closure, ensuring SLA adherence
• Communicate clearly with end users and provide regular status updates
• Escalate complex issues to higher support levels with complete documentation
• Contribute to knowledge base articles and service improvement initiatives
• Assist with routine system maintenance and user environment health checks

What You Bring

Technical Skills

• Strong experience with Windows OS troubleshooting
• Solid working knowledge of Microsoft 365 applications
• Experience supporting SharePoint, file access, and network printers
• Familiarity with remote support tools

Professional Skills

• Excellent verbal and written communication
• Strong problem-solving mindset
• Ownership, accountability, and customer focus
• Ability to work independently and within a global team

Preferred Qualifications

• Certifications such as CompTIA A+, Microsoft Modern Desktop, or similar
• Exposure to ITIL and service management practices
• Prior MSP or enterprise service desk experience is a plus

Rewards & Growth

This role includes performance-linked incentives along with structured career progression, skill development, and opportunities to move into senior engineering or leadership roles as the company grows.

Why Join Atomic North

• Direct exposure to North American enterprise environments
• Work with modern IT tools and platforms
• Clear KPIs, strong governance, and defined career paths
• Be part of a fast-growing global delivery organization