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Technical Support Engineer

Technical Support Engineer

Incedo

3 - 4 years

5 - 9 Lacs

pune

Posted:2 days ago| Platform:

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Skills Required

it service desk conflict resolution itsm stakeholder management troubleshooting service management networking change management technical support ticketing grafana service delivery datadog splunk telecom jira itil

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role Description

Provide 1st level of support

Provide Level 1 technical support on Hardware, Software, Network etc.
Should have working knowledge troubleshooting mail flow issues.
Should be working knowledge of I AM process for onboarding and offboarding.

Incident & Service Request Management

Oversee incident triage, assignment, and resolution across the team.
Ensure all tickets are logged, prioritized, and resolved within defined SLAs.
Act as an escalation point for critical or unresolved incidents.

Onboarding & Offboarding

Ensure timely and accurate user provisioning/de-provisioning.
Standardize onboarding/offboarding processes in alignment with compliance requirements.

SLA & Performance Management

Monitor SLA adherence across incidents, requests, and changes.
Prepare and present regular reports on performance metrics and trends.

Client Interaction & Stakeholder Management

Act as the primary point of contact for client escalations and service reviews.
Manage expectations and ensure client satisfaction through proactive communication.

Monitoring & Observability Oversight

Supervise monitoring activities to ensure proactive detection of issues.
Coordinate responses to alerts and ensure timely escalation where required.

Change Management

Review and approve change requests within defined authority.
Ensure the team follows change management processes to minimize disruption.

Process & Knowledge Management

Drive improvements in service desk processes, tools, and workflows.
Maintain updated documentation, SOPs, and knowledge base articles.

Reporting & Governance

Contribute to governance meetings with insights on service desk operations.
Provide input into audits and compliance reviews.

Continuous Improvement & Innovation

Identify areas for efficiency improvements in service delivery.
Implement automation or best practices to enhance service desk performance.

Collaboration

Work closely with Infrastructure, Cloud, Application, and Security teams.
Participate in transition and transformation initiatives for new clients or services.

Technical Skills

Strong leadership and people management skills.
In-depth knowledge of
IT Service Management (ITSM)
practices (Incident, Request, Change).
Hands-on experience with
Jira Service Management
or similar ticketing systems.
Familiarity with
monitoring and observability tools
(e.g., Splunk, Grafana, Datadog).
Excellent communication, stakeholder management, and conflict resolution skills.
Ability to work under pressure while maintaining SLA compliance.

Qualifications

Bachelors degree in IT, Computer Science, or related field (preferred).
3-4 years of IT Service Desk experience with at least 3 years in a team lead role.
ITIL Foundation certification (mandatory; Intermediate/Practitioner preferred).

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