Concentrix is hiring for the position of Technical II – Global Service Desk (TCF) in Gurugram, India. This role focuses on managing critical IT incidents, coordinating with global technical teams, and ensuring that technology services remain operational across the organization. It is suitable for candidates interested in IT service management, infrastructure support, and enterprise technical operations.
Concentrix is a global technology and customer experience solutions company that provides digital transformation, analytics, and IT support services for organizations worldwide. The company operates in multiple countries and supports enterprise technology systems used by global clients.
Job Details
- Company: Concentrix
- Position: Technical II – Global Service Desk (TCF)
- Location: Gurugram, India
- Qualification: Bachelor’s Degree in IT, Computer Science, or related field
- Experience: Freshers / Experienced
- Employment Type: Full-time
About the Role
The Technical II – Global Service Desk role focuses on managing major technical incidents and ensuring that enterprise IT services remain available for business operations. Professionals in this role monitor IT infrastructure, coordinate with global support teams, and help resolve high-priority incidents affecting networks, systems, or applications.
The position requires strong technical troubleshooting skills and the ability to manage incidents quickly to reduce operational disruptions. Engineers collaborate with network teams, infrastructure specialists, and service management teams to restore systems when issues occur.
This role provides exposure to enterprise IT infrastructure, networking technologies, and incident management processes used in large organizations.
Role Overview
Technical II engineers work as part of the Global Service Desk team, responsible for monitoring and responding to technical incidents that affect IT systems across the organization. The role includes managing service outages, coordinating incident response activities, and ensuring communication between technical teams and business stakeholders.
Professionals help monitor service performance and support improvements to incident management processes.
Key aspects of the role include:
- Managing high-priority technical incidents and outages
- Coordinating with global IT teams to restore services quickly
- Monitoring enterprise network infrastructure and systems
- Maintaining communication during incident resolution processes
Key Responsibilities
Incident Management
- Manage major IT outages and service disruptions
- Coordinate with global technical teams to restore services
- Ensure incidents are resolved within defined service level agreements (SLAs)
Technical Troubleshooting
- Monitor and analyze network and system issues
- Assist in troubleshooting LAN/WAN infrastructure problems
- Support resolution of network or system failures
Communication and Escalation
- Provide regular updates to business teams and leadership during incidents
- Escalate issues to appropriate technical teams when required
- Maintain communication bridges during major incidents
System Monitoring
- Monitor the health and performance of enterprise IT infrastructure
- Identify potential risks that could impact service availability
- Support continuous improvement of monitoring processes
Documentation and Reporting
- Document incident resolution processes and outcomes
- Maintain records of system issues and service disruptions
- Prepare reports on incident management performance
These responsibilities ensure that enterprise technology services remain stable and operational.
Technical Skills Required
Candidates applying for the Technical II – Global Service Desk role should possess strong IT infrastructure knowledge.
Networking Knowledge
- Understanding of networking protocols such as TCP/IP and MPLS
- Knowledge of routing protocols like RIP, OSPF, EIGRP, and BGP
Infrastructure and Network Tools
- Familiarity with routers, switches, firewalls, and network monitoring tools
- Understanding of enterprise networking devices from vendors such as Cisco, Juniper, Palo Alto, and Fortinet
IT Service Management
- Knowledge of incident management processes
- Familiarity with IT service management frameworks such as ITIL is beneficial
Technical Troubleshooting
- Ability to diagnose network and system problems
- Experience in monitoring and resolving infrastructure incidents
Professional Skills
In addition to technical knowledge, several professional competencies are important for success in this role.
Problem-Solving Skills
- Ability to analyze system issues quickly
- Strong troubleshooting and diagnostic capabilities
Communication Skills
- Excellent verbal and written communication skills
- Ability to provide clear updates during critical incidents
Team Collaboration
- Ability to work with global technical teams
- Willingness to collaborate across multiple departments
Attention to Detail
- Ability to maintain accurate incident documentation
- Focus on ensuring service reliability and quality
Work Environment
Concentrix provides a technology-driven environment where employees support global enterprise systems. The Global Service Desk team works with network infrastructure, enterprise applications, and service management platforms to maintain system reliability.
Teams often work in a 24/7 operational environment, ensuring that critical systems remain available for business operations. The role involves collaboration with technical teams across different regions.
Career Growth Opportunities
Starting as a Technical II – Global Service Desk Engineer can lead to several career opportunities in IT infrastructure and service management.
Common career progression includes:
- Technical Support Engineer
- Network Support Engineer
- IT Service Management Specialist
- Infrastructure Engineer
- IT Operations Manager
Professionals who develop strong networking and infrastructure expertise can move into advanced roles such as network engineering or systems architecture.
Skills That Improve Career Growth
Professionals working in IT service management roles can strengthen their career prospects by developing skills such as:
- Advanced networking and infrastructure management
- Cloud platforms such as AWS or Azure
- Automation tools for IT operations
- Cybersecurity fundamentals
- Advanced IT service management frameworks
These skills are widely used in modern enterprise IT environments.
How to Apply
Interested candidates can review the complete job description and submit their application through the official Concentrix careers portal.
