Service Desk Engineer - Level 1

Service Desk Engineer - L1 Support

Location: San Jose, CA

Reports To: Service Desk Shift Lead

The L1 Service Desk Engineer is the first point of contact for end-users seeking technical assistance. This role involves providing support and troubleshooting over voice, chat and email, including password resets, software installations, and resolving software issues. The ideal candidate should have excellent communication skills, a strong understanding of computer systems, and the ability to work under pressure.

• Log, categorize, and prioritize incoming incidents and service requests via phone, email, and chat.
• Provide first-level support for basic technical assistance, including password resets, software installations etc.
• Maintain clear and concise communication with end-users, keeping them informed of the status of their requests.
• Escalate unresolved issues to L2 or appropriate teams within expected timeframe.
• Document/Update the solutions and knowledge base articles for future reference (5 documents per week).
• Ensure all tickets are resolved within the agreed SLA and timely follow up with users to ensure satisfaction.
• Ensure compliance tickets are being addressed on priority and are resolved within 5 working days.
• Hands-on experience on One Drive, Intune, Teams, and O365 applications.
• Experienced in MAC OS X Mojave, High Sierra, and Catalina.
• Deploying remote installation software.
• Basic knowledge of SCCM.
• Good Knowledge of VPN and Network devices.

• Bachelor’s degree in computer science, Information Technology, or related field, IT-related certifications (e.g., CompTIA A+) are a plus.
• 0-2 years of experience in a technical support role.
• Strong verbal and written communication skills.
• Excellent Customer handling skills.
• Excellent problem-solving skills.
• PC support, a basic understanding of networks, good knowledge of MS suite of products like MS Office, Outlook etc.
• Basic understanding of Windows and Mac OS.
• Comfortable to work in 24/7 environment, motivated to work in a fast-paced environment and handle multiple tasks simultaneously.
• Good understanding of operational frameworks like ITIL and operations processes.