IT Service Desk L1 Engineer

Overview of 66degrees

66degrees is an end-to-end AI transformation partner that guides enterprises from complex business challenges to clear, quantifiable outcomes. Our company is the culmination of several successful firms, each a leader in its own right in cloud, artificial intelligence, and data. This convergence of talent and expertise is how we help businesses reach their own "inflection point," where chaotic data becomes a strategic asset, complexity becomes clarity, and AI becomes an engine for growth. Our ultimate vision is to be the catalyst for a future where every business operates as an intelligent enterprise, with autonomous systems unlocking human potential.

At 66degrees, we believe in thriving through challenges and winning together. These values not only guide us in achieving our goals as a company but also for our people. We are dedicated to creating a significant impact for our employees by fostering a culture that sparks innovation and supports professional and personal growth along the way.

Overview of Role

The IT Service Desk L1 Engineer will be the first point of contact for all IT-related issues and requests. This role involves troubleshooting basic technical problems, escalating complex issues to higher-level support, and providing exceptional customer service.
***Important note*** - Need candidates to join within 30 days and must be willing to work hybrid either in Pune (first preference) OR Bengaluru. 

Responsibilities

• Provide initial technical support to end-users.


• Log, categorize, and prioritize all incoming IT support tickets in the ticketing system.


• Perform troubleshooting of hardware, software, applications and network connectivity issues.


• Assist users with password resets, account unlocks, and basic application support.


• Escalate complex or unresolved issues to L2 engineers with detailed notes and logs.


• Maintain accurate and up-to-date documentation of IT procedures and solutions.


• Educate users on common IT issues and best practices.


• Participate in on-call rotation as required.


• Contribute to continuous improvement initiatives for service desk operations.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent practical experience).


• 1-2 years of experience in an IT service desk role.


• Strong understanding of Mac Systems, Windows systems, Google Administration, Google Workspace Applications,  common business applications.


• Basic knowledge of network fundamentals (TCP/IP, DNS, VPN).


• Excellent communication and interpersonal skills.


• Ability to troubleshoot and resolve technical issues efficiently.


• Customer-centric mindset with a focus on providing positive user experiences.


• Ability to work independently and as part of a team.


• ITIL Foundation, or similar certifications would be a plus.


• Experience with ITSM tools (e.g., ServiceNow, Jira Service Management) and/or familiarity with remote support tools preferred. 

66degrees is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to actual or perceived race, color, religion, sex, gender, gender identity, national origin, age, weight, height, marital status, sexual orientation, veteran status, disability status or other legally protected class.