Service Desk L1 Engineer
- Job ID: 790515
- Location: Mumabi , Pune, Chennai
- Experience: 3 -5 Years
- Job Type: Full-time
- Salary: 10 -14 LPA
- Education: Any Graduate
- Languages Required: English + Arabic (Mandatory)
Job Overview
We are looking for a proactive and customer-focused Service Desk L1 Engineer with strong communication skills in English and Arabic. The ideal candidate will handle technical support requests via phone, chat, and email, ensuring timely resolution and excellent end-user experience. This role requires hands-on troubleshooting skills, knowledge of Windows systems, VPN, Office 365, and ITSM ticketing tools.
Key Responsibilities
L1 Technical Support
- Handle inbound calls, chat, and email requests in the Service Desk.
- Log incidents accurately and categorize them as per team procedures.
- Provide first-level troubleshooting for Windows applications, internet, and VPN issues.
- Support and troubleshoot printers and basic hardware-related concerns.
- Assist with Citrix and VPN-related queries.
- Manage user account operations: creation, password resets, and basic administration via Active Directory and Office 365.
- Perform desktop hardware configuration as per business standards.
- Provide basic guidance to end users on software/hardware operations.
- Maintain strong queue management and ensure timely ticket handling.
- Escalate issues beyond L1 scope to appropriate resolver teams using ITSM tools.
- Take ownership of user issues and document resolutions in the ITSM tool.
- Coordinate MIM (Major Incident Management) tickets with relevant teams when required.
- Provide on-call support when needed.
Customer Focus
- Deliver timely and accurate resolutions to users’ technical issues.
- Demonstrate a customer-first approach in all interactions.
- Identify and escalate high-impact or production-critical issues.
- Maintain professionalism and clear communication at all times.
- Prioritize troubleshooting with a logical and problem-solving mindset.
Required Skills
- Strong verbal and written communication skills in English and Arabic.
- Experience in a helpdesk or technical support environment.
- Good understanding of:
- Windows OS
- Citrix
- Office 365
- VPN troubleshooting
- Laptop/Desktop/Tablet issues
- Mobile OS (Android/iOS)
- Basic Networking & Virtualization
- Mobile Device Management
- Good knowledge of Incident Management processes.
- Ability to efficiently handle queues and escalations.
- Familiarity with ITSM tools (ServiceNow, Remedy, etc.).
- Excel reporting knowledge (Good to have).