Service Desk Engineer L1

Job Summary:

We are seeking a skilled and customer-focused Technical Service Desk Analyst to provide first-line technical support for end-users and IT systems.
The ideal candidate will have hands-on experience with Windows operating systems, storage technologies, and networking fundamentals, along with a solid understanding of ITIL processes. Strong communication and problem-solving skills are essential for success in this role.

Key Responsibilities:

 Provide technical support via phone, email, and ticketing system for hardware,

software, and network-related issues.

 Troubleshoot and resolve issues related to Windows OS, file

systems, network connectivity, and storage devices.

 Escalate complex issues to appropriate support teams while ensuring timely

resolution.

 Monitor and manage incidents and service requests using ITSM tools in

alignment with ITIL best practices.

 Maintain documentation of issues, resolutions, and procedures.

 Collaborate with infrastructure and application teams to ensure seamless IT

operations.

 Participate in root cause analysis and continuous improvement initiatives.

Required Skills & Qualifications:

 Proven experience in a technical support or service desk role.

 Strong knowledge of Windows 10/11, Active Directory, and Group Policy.

 Familiarity with storage technologies (NAS, SAN, cloud storage).

 Basic to intermediate understanding of networking concepts (TCP/IP, DNS,

DHCP, VPN).

 Working knowledge of ITIL framework and incident/problem/change

management.

 Excellent communication skills – both verbal and written.

 Ability to work in a fast-paced environment and manage multiple priorities.

 Customer-oriented mindset with a proactive approach to issue resolution.

Preferred Qualifications:

 Experience with service desk tools like ServiceNow, Jira, or BMC Remedy.

 ITIL Foundation Certification.