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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