Associate Engineer

CBTS; Tamil Nadu; On-site; INR 250,000 - 400,000; Full time

Job summary

CBTS in Chennai is seeking an Associate Engineer for Service Desk/Help Desk to provide first-level technical support. The role handles calls, emails, and chats, logs incidents, and manages tickets end-to-end with a focus on timely resolution.

The position requires 0–1 year of experience, strong communication, and willingness to work in a 24x7 rotational shift. You will coordinate with internal teams and ensure proper documentation according to SOPs.

Qualifications

• 0–1 year of experience in a service desk or technical support role.
• Strong communication and customer handling skills.
• Ability to log and document incidents and requests accurately.

Responsibilities

• Provide first-level technical support to internal and external customers through phone, email, chat, and ticketing systems.
• Handle inbound customer calls professionally and ensure logging and documentation of incidents and service requests.
• Create, update, categorize, prioritize, and manage tickets per defined processes.
• Perform initial troubleshooting for common hardware, software, network, connectivity, and application issues.
• Monitor infrastructure, network, and application alerts and respond per procedures.
• Escalate with escalation and incident management processes when needed.
• Coordinate with internal teams, vendors, and stakeholders for timely resolutions.
• Maintain ownership of assigned tickets and follow up until resolution or handover.
• Provide timely updates to customers and stakeholders.
• Follow SOPs and runbooks; document actions and resolutions in the ticketing system.
• Escalate complex issues to Level 2/Level 3 within timelines.
• Support queue monitoring and workload management to meet SLA.
• Participate in shift handovers and communicate pending issues clearly.
• Contribute to knowledge base and process improvements.

Skills

Customer support

Troubleshooting

Ticketing

Communication

SLA adherence

Job description

Associate Engineer- Service Desk/ Help Desk

0-1 Experience

24x7 Support

Chennai

• Provide first-level technical support to internal and external customers through phone, email, chat, and ticketing systems.
• Handle inbound customer calls professionally and ensure appropriate logging and documentation of incidents and service requests.
• Create, update, categorize, prioritize, and manage tickets in accordance with defined processes and procedures.
• Perform initial troubleshooting for common hardware, software, network, connectivity, and application-related issues.
• Monitor infrastructure, network, and application alerts using monitoring tools and respond according to established procedures.
• Perform initial analysis and validation of alerts before escalating to the appropriate resolver teams.
• Identify potential service-impacting issues and follow the defined escalation and incident management process.
• Coordinate with internal support teams, engineers, vendors, and other stakeholders to ensure timely resolution of incidents.
• Maintain ownership of assigned tickets and follow up until resolution or appropriate handover.
• Provide timely and accurate updates to customers and internal stakeholders.
• Follow established SOPs, knowledge articles, runbooks, escalation matrices, and troubleshooting procedures.
• Accurately document troubleshooting activities, customer interactions, actions taken, and resolution details in the ticketing system.
• Escalate complex or unresolved issues to Level 2/Level 3 support teams within defined timelines.
• Support queue monitoring and workload management to ensure tickets and alerts are addressed within SLA.
• Participate in shift handovers and ensure proper communication of pending issues and ongoing incidents.
• Assist with identifying recurring issues and contribute to knowledge base documentation and process improvements.
• Follow all information security, compliance, operational, and customer communication guidelines.
• Be willing to work in a 24x7 rotational shift environment, including nights, weekends, and holidays, based on business requirements.