Job Description & How to Apply Below
IT Service Desk Engineer — L1 End User Support
Department- Information Technology
Experience- 4–6 Years
Role Level- L1 / Junior Engineer
Work Mode- 5 Days Work from Office
Shift Timings- Rotational Shift
-24/7
Location - Hyderabad , Gurgaon , Bangalore
Joining Time - Immediate
Role Overview
We are looking for an experienced IT Service Desk Engineer to provide first-level technical support to end users across hardware, software, and network domains. The ideal candidate is customer-focused, detail-oriented, and capable of managing incidents efficiently within defined SLA frameworks.
Key Responsibilities
Provide first-level support for hardware, software, and basic network issues raised by end users.
Log, track, and resolve incidents and service requests within defined SLA timelines using ITSM tools.
Troubleshoot Windows OS, laptops, desktops, printers, and standard business applications.
Handle user account creation, password resets, and access requests via Active Directory (AD) and IAM platforms.
Support employee onboarding and offboarding processes including asset allocation and basic system setup.
Perform basic network troubleshooting for Wi-Fi, LAN, and VPN connectivity issues.
Install and configure end-user systems, peripherals, and software as required.
Escalate unresolved or complex issues to L2 / specialist teams with proper documentation and handover.
Maintain up-to-date ticket records, documentation, and contribute to the knowledge base.
Ensure compliance with IT policies, data security protocols, and organizational guidelines.
Provide both remote and in-person end-user support with clear and professional communication.
Skills & Requirements
Technical Skills
Windows OS (10/11) — installation & troubleshooting
Active Directory & IAM — user/group management
Microsoft O365 — email, Teams, SharePoint, One Drive
ITSM tools (Service Now, Jira, Fresh service, or similar)
Networking basics — TCP/IP, DNS, DHCP, VPN, Wi-Fi
Remote support tools (Any Desk, Team Viewer, RDP)
Endpoint configuration & imaging
Soft Skills & Other Requirements
Strong verbal and written communication skills
Customer-first mindset with professional etiquette
Ability to multitask and prioritize under pressure
Meticulous documentation and reporting habits
Team player with a proactive problem-solving attitude
Willingness to work in shifts if required
ITIL Foundation certification is a plus
Interested candidates can share resume at !!
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