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L1 IT Service Desk Engineer

1 - 2 years

0 Lacs

hyderabad telangana india

Posted:20 hours ago| Platform: Linkedin logo

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Skills Required

service management support software network chat triage resolve servicenow jira monitoring security siem datadog zabbix troubleshooting remediation ai analytics communication development maintenance compliance inventory onboarding offboarding provisioning automation training networking itil salesforce slack certifications

Work Mode

On-site

Job Type

Full Time

Job Description

L1 IT Service Desk Engineer

Location : Hyderabad


Key Responsibilities

  • Incident Management & Support

  • Provide responsive first-level support for hardware, software, cloud, and network issues via phone, email, chat, and self-service portals.
  • Accurately triage, document, and resolve incidents and service requests using modern ITSM/ticketing tools (e.g., ServiceNow, Jira, Freshservice).
  • Escalate complex issues to L2/L3 teams as per defined SLAs.

  • Monitoring & Automation

  • Monitor infrastructure, applications, and security alerts using NOC tools, SIEM, EDR, and cloud-native monitoring platforms (e.g., Datadog, Zabbix or Dynatrace).
  • Respond to alerts, perform basic troubleshooting, and initiate automated remediation scripts where applicable.
  • Support proactive problem detection using AI-driven analytics and predictive tools.

  • User Experience & Self-Service

  • Effective communication with situations handling and problem solving midset.
  • Contributes to the development and maintenance of knowledge base content.

  • Security & Compliance

  • Identify and escalate security threats, vulnerabilities, and incidents.
  • Support compliance initiatives (e.g., ISO 27001) and follow best practices such as Change, Incident and Problem Management.

  • Asset & Access Management

  • Maintain accurate IT asset records, manage inventory, and coordinate with vendors.
  • Support onboarding/offboarding processes, ensuring timely provisioning and deprovisioning of access.

  • Continuous Improvement

  • Participate in process improvement initiatives, automation projects, and regular training to stay current with emerging technologies (AI, automation, cloud, cybersecurity).


Requirements:

  • Bachelor’s degree in IT, Computer Science, Networking, or a related field.
  • 1-2 years of experience in IT service desk / NOC environment.
  • Basic understanding of networking, cloud computing, and IT infrastructure.
  • Ability to work independently under pressure, adapt to new technologies quickly, and operate effectively in a multinational team.
  • Willingness to work in a 24x7 shift rotation, including weekends and holidays.
  • Strong communication skills, problem-solving abilities, and a proactive approach to customer service.
  • Familiarity with ISO 27001 / ITIL compliance and experience working with foreign clients is a plus.
  • Commitment to following company policies and upholding the highest ethical standards.
  • Salesforce and Slack administration certifications will be an added advantage.

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