Website:
clickforge.com
Job details:
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Location: Vaishali Nagar, Jaipur
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Experience: 2–5 Years
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Work Mode: On-site
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Employment Type: Full-Time
Job Overview
The
Level 1 Service Desk Engineer serves as the primary point of contact for all IT-related technical issues and inquiries. This role is responsible for providing initial troubleshooting, resolving basic software and hardware incidents, and managing user access requests. The ideal candidate will possess excellent communication skills, a customer-first mindset, and a foundational understanding of corporate IT environments.
- Department: Networking
- Reports To: Networking Head
- Employment Type: Full-time, Rotational Shift
- Shift Requirements: May require rotational shifts.
Key Responsibilities
- Incident Management & Support
- First-Line Triage: Serve as the initial contact for user issues via phone, email, chat, and self-service portals.
- Ticket Logging: Accurately document, categorize, and prioritize all incoming incidents and service requests within the ITSM tool.
- Basic Troubleshooting: Diagnose and resolve standard hardware, software, and connectivity issues (e.g., VPN, Wi-Fi, local printing).
- SLA Compliance: Ensure all tickets are handled and updated within agreed-upon Service Level Agreements (SLAs).
- User Access & Administration
- Account Provisioning: Manage user accounts, group memberships, and distribution lists using Active Directory and Microsoft 365 and Google Workspace
- Identity Management: Perform secure password resets and multi-factor authentication (MFA) token configuration.
- Software Deployment: Assist with basic remote software installation and profile updates.
- Escalation & Collaboration
- Warm Handoffs: Route complex, unresolved, or high-severity issues to Level 2/Level 3 teams with detailed troubleshooting steps already documented.
- Major Incidents: Identify and immediately flag critical widespread outages to management following the established notification procedure.
- Continuous Improvement
- Knowledge Base: Contribute to internal documentation by writing or updating knowledge base (KB) articles for recurring issues.
- User Education: Guide end-users on self-service solutions and best security practices.
Required Skills & Qualifications
Technical Requirements
- Foundational knowledge of Windows 10/11 and macOS and Linux operating systems.
- Familiarity with Microsoft 365 Core Apps (Outlook, Teams, SharePoint, Office, and OneDrive).
- Basic understanding of networking principles (TCP/IP, DNS, DHCP, VPN clients).
- Hands-on experience or familiarity with ticketing platforms (e.g., ServiceDesk).
Soft Skills & Competencies
- IT Support: High empathy, active listening, and patience when handling frustrated users.
- Communication: Clear, concise verbal and written English skills for both technical and non-technical audiences.
- Problem Solving: Logical, step-by-step troubleshooting methodology.
- Adaptability: Ability to stay organized and prioritize tasks in a fast-paced environment.
Education & Experience
- High school diploma or equivalent required; an associate's or bachelor's degree in computer science, IT, or related field is a plus.
- 2 years of experience working in a help desk, service desk, or IT support environment.
- Technical certifications (e.g., CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator) are highly desirable but not mandatory.
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