Desktop Support Engineer - L1 Service Desk
Thoughtsol Infotech Pvt. Ltd. is seeking a proactive and customer-focused Desktop Support Engineer to join our IT team in Noida, India. This is a permanent role requiring 1-3 years of experience, with a salary range of INR 202,000-270,000 annually. The successful candidate will work US shifts.
As an L1 Service Desk Engineer, you will be the primary point of contact for IT support, ensuring timely and effective technical assistance to all employees. Your role is crucial in maintaining seamless IT operations by addressing initial support requests, troubleshooting technical issues, and resolving basic IT incidents. Complex problems will be escalated to higher support tiers with clear documentation.
Key Responsibilities:
- Technical Support: Respond promptly to incoming service desk calls, emails, and tickets. Provide first-level support by troubleshooting and resolving hardware, software, and network-related issues.
- Incident Management: Identify, prioritize, and manage incidents according to defined Service Level Agreements (SLAs). Escalate complex issues to higher support levels, ensuring proper handoff and clear documentation. Track and follow up on outstanding incidents, maintaining communication with end-users.
- User Assistance: Guide end-users through basic technical steps for common issues. Perform password resets, account unlocks, and basic user account management. Educate users on IT best practices for security, software usage, and policies.
- Systems Monitoring and Maintenance: Monitor system alerts and notifications, acting on critical issues or outages. Perform routine maintenance tasks such as software updates and system checks. Report recurring issues to Level 2 support or management for investigation.
Qualifications:
- Education: Associate or bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- Certifications: ITIL Foundation, CompTIA A+, or Microsoft certifications are a plus.
- Experience: 1+ years of experience in a help desk or technical support role.
Skills and Competencies:
- Technical Skills: Basic knowledge of Windows OS, Microsoft Office Suite, network basics, and troubleshooting hardware/software issues.
- Communication Skills: Strong verbal and written communication skills, with a customer-oriented approach.
- Problem-Solving: Ability to analyze and troubleshoot basic IT issues effectively.
- Time Management: Excellent ability to handle multiple requests and prioritize tasks efficiently.
- Teamwork: Strong interpersonal skills, with the ability to collaborate effectively with team members.
Location: ATS Bouquet, 501, 5th Floor, Tower C, ATS Bouquet, Sector 132, Noida, Uttar Pradesh 201308, India.
Walk-in Details:
Dates: May 26, 2025 to May 30, 2025
Timing: 11:00 AM to 5:00 PM
