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IT Service Desk L1 Engineer

1 month ago
India
Junior
Technical Support Engineer
DevOps and Infrastructure
DNS macOS TCP/IP
Apply Now
66degrees

66degrees

66degrees: Google Cloud Premier Partner shaping the Future of Work with AI and data solutions.

IT Services
251-1K
View All Jobs 24

Description

  • Serve as the first point of contact for IT-related issues and service requests.
  • Provide timely technical support to end-users.
  • Log, categorize, and prioritize service requests and incident tickets in the ITSM system.
  • Diagnose and resolve hardware, software, business application, and network connectivity issues.
  • Manage user access tasks such as password resets, account unlocks, and application support.
  • Escalate unresolved issues to Level 2 or SME engineers with complete documentation and handoff notes.
  • Create and maintain IT procedures, knowledge base articles, and solution documentation.
  • Guide users on IT best practices and self-help troubleshooting steps.
  • Participate in the on-call rotation to support 24/7 coverage.
  • Contribute to continuous improvement of service desk processes and operational efficiency.

Requirements

  • 1-2 years of experience in a fast-paced IT Service Desk or Technical Support role.
  • Experience supporting macOS and Windows operating systems.
  • Proficiency with Google Workspace applications and Google Administration.
  • Foundational knowledge of TCP/IP, DNS, and VPN concepts.
  • Strong written and verbal communication skills.
  • Ability to diagnose, prioritize, and resolve technical issues efficiently.
  • Customer-centric mindset focused on delivering high-quality user experiences.
  • Ability to work independently and collaboratively in a team environment.
  • Bachelor's degree in Information Technology, Computer Science, or a related technical field, or equivalent practical experience.
  • Preferred certifications such as ITIL Foundation, CompTIA A+, or Microsoft Certified: Modern Desktop Administrator.
  • Experience with enterprise ITSM platforms such as ServiceNow or Jira Service Management.
  • Familiarity with remote desktop and support management tools.

Interested in this position?

Apply directly on the company website

Apply Now

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