Service Desk Engineer - Contract role

Greetings from Mastek!

We are seeking a Service Desk - L1 Support Engineer on Contract. This is going to be a Direct Contract with Mastek.

Sharing below Job Description, please apply if you are interested.

Job Title:

Contract Duration:

Start Date:

Shift Timings:

• Shift 1: 05:30 AM 02:30 PM
  
• Shift 2: 12:30 PM 09:30 PM
  
• Night Shift (Weekends & US Public Holidays): 08:30 PM – 05:30 AM
  

Job Summary:

We are seeking a skilled and motivated Service Desk L1 Support Engineer to join our team on an 8-month contract basis. This role is critical in providing first-line technical support, focusing on password resets, application access, and initial troubleshooting of infrastructure and business-critical applications. The ideal candidate will have hands-on experience with ServiceNow, Active Directory, Citrix Workspace, and monitoring tools such as Dynatrace and Splunk.

Key Responsibilities:

• Provide L1 support via In-Contact Centre tool, handling incoming calls related to password resets and application access issues.
  
• Perform initial troubleshooting and triage following runbooks for incidents related to infrastructure and critical business applications.
  
• Monitor system health and application performance using Dynatrace and Splunk dashboards.
  
• Utilize tools such as ServiceNow, Active Directory, Citrix Workspace, and Remote Assist for issue resolution.
  
• Escalate complex issues to the appropriate L2 or specialized support teams when necessary.
  
• Maintain accurate documentation of incidents and resolutions within the ticketing system.
  
• Ensure timely and effective communication with end-users and internal teams.
  

Required Skills & Qualifications:

• Proven experience in Service Desk or L1 support roles.
  
• Proficiency with ServiceNow ticketing system.
  
• Working knowledge of Active Directory management.
  
• Familiarity with Citrix Workspace and Remote Assist tools.
  
• Experience monitoring infrastructure and applications using Dynatrace and Splunk.
  
• Basic understanding of Windows servers and their troubleshooting.
  
• Strong communication and customer service skills.
  
• Ability to work in any of the designated shifts, including night shifts on weekends and US public holidays.