IT Service Desk Engineer (Jr-L1)

Job Summary:

The Junior / L1 Service Desk Engineer is the first point of contact for end-users requiring IT support. The role involves handling incoming incidents, service requests, and technical queries, ensuring timely resolution or escalation as per defined processes. This position requires strong customer service skills, basic technical knowledge, and the ability to work in a fast-paced environment.

Job description: -

• Actively monitor IT dashboards such as Grafana, Prometheus, ELK, or SIEM tools.
• Detect and log alerts, anomalies, or system events in the incident management system.
• Perform initial triage and basic troubleshooting as per SOPs.
• Escalate unresolved or critical issues to L2/L3 SMEs within defined SLA timelines.
• Maintain accurate incident logs, updates, and resolution notes.
• Check server and application health using predefined scripts and monitoring tools
• Restart basic services or processes as instructed in SOPs.
• Assist in routine checks (backups, patching status, server availability, endpoint monitoring).
• Verify deployment or scheduled jobs completion and escalate failures.
• Monitor SIEM dashboards for potential threats or security alerts.
• Log suspicious events and escalate to SOC analysts.
• Follow basic cybersecurity incident playbooks.
• Work closely with DevOps, Network, and Security teams to ensure smooth escalation and knowledge sharing.
• Update SOPs, knowledge base articles, and shift handover logs regularly.
• Work in shift rotations to ensure 24/7 coverage.

Job Specification and Technical Requirements: -

• Diploma or Bachelor’s in Computer Science, IT, or related field.
• 1–3 years in IT monitoring, service desk, or NOC/SOC environment. Fresh graduates with relevant internships may also be considered.
• Certification can be plus point- ITIL Foundation, CompTIA Network+, or relevant DevOps/cloud basics (AWS, Azure).
• Familiarity with monitoring tools (Grafana, Prometheus, Nagios, Zabbix, CloudWatch, or SIEM tools).
• Basic understanding of Linux and Windows server administration.
• Knowledge of networking fundamentals (IP, DNS, firewalls, routing).
• Awareness of DevOps and cloud environments (CI/CD basics, containers is a plus).
• Basic cybersecurity awareness (malware, phishing, access control).

Job Type: Full-time