Service Desk Engineer – L1 (Desktop/Laptop & End User Computing)

Amazure Technologies Pvt Ltd

Website: amazuretec.com
Job details:

Role Purpose

The L1 Service Desk Engineer provides first-line support to end users in a Managed Services environment, handling high-volume incidents and service requests while ensuring SLA adherence and customer satisfaction.

Key Responsibilities

Incident & Request Management (L1)

· Act as the single point of contact (SPOC) for end users

· Log, categorize, prioritize, and resolve tickets using ITSM tools

· Resolve common desktop, laptop, and application issues using SOPs and KBs

· Perform proper shift handovers and ticket updates

End User & Desktop Support

· Troubleshoot Windows 10/11, basic macOS issues

· Support Microsoft 365 (Outlook, Teams, OneDrive)

· Assist with password resets, account unlocks, and basic access issues

· Support printers, peripherals, VPN, and Wi-Fi connectivity

· Provide remote support and limited on-site support as required

Customer Interaction

· Communicate clearly and professionally with end users

· Provide timely updates and closure confirmation

· Ensure user satisfaction at ticket closure

Escalation & Documentation

· Escalate unresolved or complex issues to L2 as per defined matrix

· Update knowledge base with new resolutions

· Follow ITIL-aligned processes and SOPs

Required Skills (L1)

· Basic knowledge of Windows OS and desktop troubleshootingRequired Skills (L1)

· Basic knowledge of Windows OS and desktop troubleshooting

· Familiarity with Active Directory (password reset, user unlock)

· Exposure to ITSM tools and ticketing processes

· Good communication and customer service skills

· Willingness to work in rotational shifts

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