IT Service Desk Engineer

4 hours ago

Noida, Uttar Pradesh, India GC Technologies Pvt Ltd Full time ₹ 4,50,000 - ₹ 10,00,000 per year

Service Desk Engineer - 2 Requirements

Budget - L Yrs. Upto 12 LPA

Budget - L2 Team Lead - 5-7 Yrs. Upto 20 LPA

Work Mode - All 5 days WFO, It can be any 5 days in a week

Location : Noida - WFO

NP : 30 days

Experience : 2-7 yrs

Budget : Max 15 LPA

Payroll :
STL - Sterlite Technologies Limited

Adobe Project

Requirement 1. L1 Service Desk Engineer

Job Title:
Service Desk Engineer (L1)

Location:
Noida

Shift:
24x7 rotational shifts, including weekends/holidays

Role Summary

The L1 Service Desk Engineer acts as the first point of contact for end-users, providing initial support, incident triage, and service request management. The role ensures timely resolution or escalation to resolver groups while delivering excellent customer experience.

Responsibilities

  • Serve as the first point of contact for users via phone, email, chat, or ticketing system.
  • Log, categorize, and prioritize incidents and service requests in the ITSM tool (e.g., ServiceNow, AWS Connect).
  • Perform initial troubleshooting and provide resolution for standard issues (password resets, access issues, basic hardware/software troubleshooting, network connectivity).
  • Escalate unresolved incidents to L2 or relevant resolver groups, following defined SLAs.
  • Provide regular ticket status updates to users.
  • Document known issues and workarounds in the Knowledge Base.
  • Follow defined incident and request management processes (ITIL standards).
  • Adhere to security and compliance guidelines during issue handling.

Required Skills

  • Strong knowledge of Windows/Mac OS, MS Office/O365, VPN, Active Directory, and common enterprise applications.
  • Basic understanding of networking concepts (LAN/WAN, DNS, DHCP, Wi-Fi).
  • Familiarity with ITSM tools (ServiceNow, JIRA, Remedy, AWS Connect preferred).
  • Excellent communication skills (written & verbal) in English.
  • Strong problem-solving and analytical abilities.
  • Customer service orientation with the ability to handle pressure.

Qualifications & Experience

  • Graduate in Computer Science, IT, or related field (or equivalent work experience).
  • 2–4 years of experience in IT Helpdesk/Service Desk or customer support role.
  • ITIL Foundation certification (preferred).

Skills

2. L2 Service Desk Engineer / Team Lead

Job Title:
Service Desk Team Lead

Location:
Noida

Shift:
24x7 rotational shifts with flexibility for escalations and team coordination

Role Summary:

The L2 Service Desk Engineer provides advanced technical support for complex issues escalated by L1.

Required Skills

  • Strong technical knowledge of:
  • Windows, Linux, and Mac OS support
  • O365/Exchange/SharePoint administration
  • Active Directory & Group Policy management
  • Remote access tools (VPN, Citrix, VDI)
  • Networking concepts and troubleshooting (TCP/IP, DNS, DHCP, routing, firewalls)
  • Proficiency in ITSM tools and reporting dashboards.
  • Strong knowledge of ITIL processes (Incident, Problem, Change, Request Fulfillment).
  • Leadership and team management skills.
  • Strong communication and stakeholder management abilities.

Qualifications & Experience

  • Graduate in Computer Science, IT, or related field.
  • 3–7 years of experience in IT Service Desk or End User Support, with at least 2–4 years in a supervisory/lead role.
  • ITIL Foundation certification (mandatory); ITIL Intermediate/Service Operations preferred.
  • Relevant technical certifications (Microsoft, Cisco, AWS, etc.) are a plus.

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