Service Desk Engineer-L1 Support

Job Title

L1 Support Engineer

Experience

Fresher or 13 Years

Location : Bangalore

Onsite

Shift

Day Shift / Rotational Shifts (24x7 support environment)

Role Overview

We are looking for an L1 Support Engineer who will be the first point of contact for ITrelated issues. The role involves handling basic technical support, user queries, and incident logging while ensuring timely resolution or escalation as per SLA.

This position is ideal for fresh graduates or earlycareer IT professionals who want to build a strong foundation in Windows, Active Directory, and IT support operations.

Key Responsibilities

Service Desk & User Support

• Act as the first level of support (L1) for end users.
• Handle incoming support requests via:
• Ticketing system
• Email
• Phone or chat
• Log, track, and update incidents and service requests accurately.

Desktop & EndUser Support

• Provide basic troubleshooting for:
• Windows OS issues
• Login and password reset problems
• Outlook / email access issues
• Printer and peripheral issues
• Assist users with:
• Software installation and configuration
• Basic application support

Windows & Active Directory (Basic Level)

• Perform basic Active Directory tasks, such as:
• User account creation, modification, and disablement
• Password resets and account unlocks
• Provide basic support for:
• Domain login issues
• Network drive mapping
• Escalate complex AD issues to L2/L3 teams.

Incident & Escalation Management

• Resolve known issues using SOPs and knowledge base articles.
• Escalate unresolved or complex issues to L2/L3 support with proper details.
• Follow SLA guidelines for response and resolution times.
• Perform basic troubleshooting before escalation.

Documentation & Reporting

• Update tickets with:
• Clear issue descriptions
• Troubleshooting steps performed
• Resolution or escalation notes
• Follow shift handover procedures and document pending tasks.

Technical Skills Required

Mandatory Skills

• Basic knowledge of Windows 10 / Windows 11
• Basic understanding of computer hardware and peripherals
• Familiarity with Active Directory (user management basics)
• Basic networking knowledge (IP address, ping, connectivity checks)
• Understanding of IT service desk or ticketing tools (any)

Good to Have (Not Mandatory)

• Basic knowledge of:
• Windows Server
• Microsoft 365 (Outlook, Teams, OneDrive)
• Exposure to ITIL concepts (Incident, Service Request)
• Internship or helpdesk experience

Qualifications

• Diploma / Bachelors degree in:
• Computer Science
• Information Technology
• Electronics or related field
• Freshers with strong interest in IT support are welcome.

Soft Skills

• Good communication skills (verbal & written)
• Willingness to learn and grow
• Customerfocused attitude
• Ability to work in shifts and under guidance
• Team player with positive attitude

Career Growth

• Clear growth path to L2 Support Engineer
• Handson exposure to:
• Windows Server
• Active Directory
• Enterprise IT environments
• Training and mentoring support