Technical Support Engineer - Service Desk

Job Title: Technical Support Engineer - Service Desk

Job Purpose: We are looking for a proactive L1 Service Desk Engineer to support IT infrastructure operations on the tool.  The role involves monitoring, troubleshooting, and managing IT incidents to ensure seamless system availability and performance.

Qualification: B.E./B.Tech/Diploma in IT, Computer Science, or related field.

Certification: Certifications like ITIL Foundation, CompTIA A+/N+, MCP are a plus.

Experience: 0-2 Years

Responsibilities:

• Log and manage incidents through ITSM tools (ServiceNow, Ivanti, Jira, etc.).

• Perform basic L1 troubleshooting for servers, networks, and applications.

• Escalate unresolved issues to L2/L3 teams as per SLA.

• Maintain ticket accuracy, documentation, and timely closure.

• Support 24x7 shift operations in a fast-paced NOC/service desk environment.

Mandatory:

• Basic knowledge of Monitoring tools.  

• Understanding of Windows/Linux OS, networking, and IT infrastructure.

• Familiar with Active Directory, O365, and remote desktop support.

• Excellent communication and customer handling skills.

• Knowledge of ITIL processes preferred.

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