L1 Service Desk Engineer

Experience: 3+ years

We at Coforge are hiring a L1 Service Desk Engineer with following skillset :

Key Responsibilities

• User Support:
  Answer incoming calls, chats, and emails from users needing tech help.
• Incident Management:
  Log, track, and categorize all support requests using an IT service management (ITSM) ticketing system.
• Basic Troubleshooting:
  Fix common issues like password resets, printer connections, basic software installations, and VPN access.
• Escalation:
  Route complex or unresolved issues to appropriate Level 2/3 technical teams.
• Documentation:
  Record clear troubleshooting steps and update knowledge base articles.

Required Skills and Qualifications

• Communication:
  Clear verbal and written skills to explain fixes to non-technical users.
• Technical Basics:
  Familiarity with Windows, macOS, office productivity suites, and basic networking (Wi-Fi, TCP/IP).
• Experience:
  
  2 to 4 years of experience in an IT support or customer service role.
• Certifications (Preferred):
  CompTIA A+, ITIL Foundation, or Microsoft equivalents.
• Work Style:
  Patience, problem-solving aptitude, and the ability to manage stress in a fast-paced environment.