L-1 Service Desk Engineer

Compensation: ₹3L – ₹6L

**Responsibilities** • Act as the first point of contact for clients, responding to and resolving their inquiries and issues via phone, email, and chat, while delivering first-line technical support. • Assist in troubleshooting and resolving issues related to web and mobile applications, server and storage solutions, network infrastructure, and security systems. • Identify and escalate complex issues to Level 2 or Level 3 support teams when necessary, ensuring a seamless and efficient resolution process. • Log and document all support requests, incidents, and resolutions in the ticketing system. • Proactively monitor and follow up on pending tickets to ensure timely resolution and maintain client satisfaction. • Follow established procedures for incident management, problem-solving, and escalation. • Maintain an elevated level of customer satisfaction through effective communication and problem-solving. • Assist in the setup and configuration of new hardware and software as part of the overall solution delivery. • Monitor and respond to system alerts, performance issues, and security notifications to prevent potential disruptions. • Perform routine maintenance tasks such as software updates and backups monitoring. • Contribute to the creation and maintenance of a knowledge base for common issues and resolutions. • Report recurring issues and suggest improvements. • Identify opportunities for process improvements within the service desk operations. **Qualifications and Skills: ** • Basic understanding of IT systems, including web and mobile applications, server and storage solutions, and networking concepts. • Strong critical thinking and problem-solving skills, with the ability to troubleshoot technical issues. • Excellent communication and interpersonal skills, with a customer-focused attitude. • Demonstrate patience and active listening to ensure clear communication with clients of varying technical expertise. • Ability to work in a fast-paced environment and handle multiple tasks simultaneously. • Eagerness to learn and grow within the IT field. • Relevant IT certifications (e.g., CompTIA A+, ITIL) are preferred and will be advantageous. **Technical Skills: ** 2-3 years working in a Help Desk or IT support environment • Microsoft Stack experience (Windows OS, basic Server OS, O365 admin and Office Suite) • PC hardware support experience • Basic network troubleshooting for LAN/WAN • Log tickets and assist end users with technical queries, or escalate to the appropriate team. • Ability to trouble-shoot and partner with other teams for resolution. • Manage escalation of tickets to internal or 3rd-party contact points. • Create accounts and configure hardware as part of onboarding or offboarding processes for various clients. • After Hours Monitoring of client environments and action of procedural work (Troubleshooting, patching, deployment, etc).