Overview of Role

The IT Service Desk L1 Engineer will serve as the first point of contact for all IT-related issues and service requests across the organization. This role is responsible for providing prompt, effective, and customer-focused technical support, troubleshooting basic issues, and ensuring seamless escalation to higher-level support teams when required.

Important Note:
Candidates must be available to join within 30 days and should be willing to work in a hybrid model, based out of Pune (preferred) or Bengaluru.

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Responsibilities

● Serve as the first-level support for all IT incidents and service requests raised by end-users.
● Log, categorize, prioritize, and track IT support tickets using the designated ticketing system.
● Troubleshoot and resolve basic hardware, software, application, and network connectivity issues.
● Assist users with password resets, account unlocks, access-related issues, and basic application support.
● Escalate complex or unresolved issues to L2 support teams with clear documentation, logs, and troubleshooting steps.
● Maintain accurate and up-to-date documentation of IT procedures, solutions, and known issues.
● Educate users on common IT issues, security awareness, and best practices to reduce repeat incidents.
● Participate in on-call rotations and provide support as per business requirements.
● Collaborate with internal IT teams to support service desk operations and continuous improvement initiatives.
● Contribute to improving service desk processes, efficiency, and overall user experience.

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Qualifications

● Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
● 1–2 years of experience in an IT Service Desk or Technical Support role.
● Strong working knowledge of Mac systems, Windows systems, Google Administration, and Google Workspace applications.
● Basic understanding of network fundamentals such as TCP/IP, DNS, VPN, and connectivity troubleshooting.
● Familiarity with common business applications and end-user computing environments.
● Experience or familiarity with ITSM tools (e.g., ServiceNow, Jira Service Management) and/or remote support tools is preferred.
● Excellent communication, interpersonal, and customer service skills.
● Strong problem-solving ability with a customer-centric mindset.
● Ability to work independently as well as collaboratively in a fast-paced environment.
● ITIL Foundation or similar certifications are a plus.