L1 IT Service Desk Engineer

L1 IT Service Desk Engineer

Location : Hyderabad

Key Responsibilities

• Incident Management & Support
• Provide responsive first-level support for hardware, software, cloud, and network issues via phone, email, chat, and self-service portals.
• Accurately triage, document, and resolve incidents and service requests using modern ITSM/ticketing tools (e.g., ServiceNow, Jira, Freshservice).
• Escalate complex issues to L2/L3 teams as per defined SLAs.
• Monitoring & Automation
• Monitor infrastructure, applications, and security alerts using NOC tools, SIEM, EDR, and cloud-native monitoring platforms (e.g., Datadog, Zabbix or Dynatrace).
• Respond to alerts, perform basic troubleshooting, and initiate automated remediation scripts where applicable.
• Support proactive problem detection using AI-driven analytics and predictive tools.
• User Experience & Self-Service
• Effective communication with situations handling and problem solving midset.
• Contributes to the development and maintenance of knowledge base content.
• Security & Compliance
• Identify and escalate security threats, vulnerabilities, and incidents.
• Support compliance initiatives (e.g., ISO 27001) and follow best practices such as Change, Incident and Problem Management.
• Asset & Access Management
• Maintain accurate IT asset records, manage inventory, and coordinate with vendors.
• Support onboarding/offboarding processes, ensuring timely provisioning and deprovisioning of access.
• Continuous Improvement
• Participate in process improvement initiatives, automation projects, and regular training to stay current with emerging technologies (AI, automation, cloud, cybersecurity).

Requirements:

• Bachelors degree in IT, Computer Science, Networking, or a related field.
• 1-2 years of experience in IT service desk / NOC environment.
• Basic understanding of networking, cloud computing, and IT infrastructure.
• Ability to work independently under pressure, adapt to new technologies quickly, and operate effectively in a multinational team.
• Willingness to work in a 24x7 shift rotation, including weekends and holidays.
• Strong communication skills, problem-solving abilities, and a proactive approach to customer service.
• Familiarity with ISO 27001 / ITIL compliance and experience working with foreign clients is a plus.
• Commitment to following company policies and upholding the highest ethical standards.
• Salesforce and Slack administration certifications will be an added advantage.