Service Desk Engineer

7 days ago

Chennai Gurugram Noida, India Mastek Full time ₹ 6,00,000 - ₹ 8,00,000 per year

Greetings from Mastek

We are seeking a Service Desk - L1 Support Engineer on Contract. This is going to be a Direct Contract with Mastek.

Sharing below Job Description, please apply if you are interested.

Job Title: Service Desk L1 Support Engineer (Contract - 8 Months)

Contract Duration: 8 months

Start Date: We are looking for immediate joiner.

Shift Timings:

  • Shift 1: 05:30 AM 02:30 PM
  • Shift 2: 12:30 PM 09:30 PM
  • Night Shift (Weekends & US Public Holidays): 08:30 PM – 05:30 AM

Job Summary:

We are seeking a skilled and motivated Service Desk L1 Support Engineer to join our team on an 8-month contract basis. This role is critical in providing first-line technical support, focusing on password resets, application access, and initial troubleshooting of infrastructure and business-critical applications. The ideal candidate will have hands-on experience with ServiceNow, Active Directory, Citrix Workspace, and monitoring tools such as Dynatrace and Splunk.

Key Responsibilities:

  • Provide L1 support via In-Contact Centre tool, handling incoming calls related to password resets and application access issues.
  • Perform initial troubleshooting and triage following runbooks for incidents related to infrastructure and critical business applications.
  • Monitor system health and application performance using Dynatrace and Splunk dashboards.
  • Utilize tools such as ServiceNow, Active Directory, Citrix Workspace, and Remote Assist for issue resolution.
  • Escalate complex issues to the appropriate L2 or specialized support teams when necessary.
  • Maintain accurate documentation of incidents and resolutions within the ticketing system.
  • Ensure timely and effective communication with end-users and internal teams.

Required Skills & Qualifications:

  • Proven experience in Service Desk or L1 support roles.
  • Proficiency with ServiceNow ticketing system.
  • Working knowledge of Active Directory management.
  • Familiarity with Citrix Workspace and Remote Assist tools.
  • Experience monitoring infrastructure and applications using Dynatrace and Splunk.
  • Basic understanding of Windows servers and their troubleshooting.
  • Strong communication and customer service skills.
  • Ability to work in any of the designated shifts, including night shifts on weekends and US public holidays.

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