Desktop Support Engineer

CIEL HR; Navi Mumbai; On-site; INR 200,000 - 400,000; Full time

Job summary

CIEL HR in Navi Mumbai is seeking an enthusiastic IT Service Desk L1 Engineer to provide first-level technical support to end users. You will troubleshoot hardware, software, network and access issues and resolve them within defined SLAs.

You will log, categorize, prioritize incidents and service requests, assist with password resets, VPN connectivity, and basic network troubleshooting, and escalate complex problems to L2/L3 teams as needed. Strong communication and documentation are essential.

Qualifications

• Basic knowledge of Windows Operating System.
• Basic knowledge of hardware and desktop troubleshooting.
• Basic understanding of Networking LAN, WAN, IP, DNS, DHCP, Wi-Fi and VPN.
• Familiarity with MS Office, Outlook and Teams.
• Familiarity with ServiceNow or any other ITSM/ticketing tool.
• Basic understanding of Incident, Service Request and Escalation Management.

Responsibilities

• L1 technical support to users through calls, emails, chat or ticketing tools.
• Log, categorize, prioritize and manage incidents and service requests.
• Troubleshoot common desktop, laptop, software, printer and peripheral-related issues.
• Provide basic support for Windows OS, MS Office, Outlook, Teams and other business applications.
• Troubleshoot basic LAN, Wi-Fi, VPN and internet connectivity issues.
• Perform basic troubleshooting for IP, DNS, DHCP, ping and network connectivity.
• Handle password reset, account unlock and access-related requests as per defined procedures.
• Monitor tickets and ensure timely resolution as per SLA/TAT.
• Escalate unresolved or complex issues to the appropriate L2/L3 teams.
• Maintain proper documentation of troubleshooting steps and resolution details in the ticketing system.
• Follow defined SOPs, IT policies and security guidelines.
• Coordinate with internal teams, vendors and other support teams whenever required.
• Provide regular updates to users regarding the status of their issues.
• Ensure a positive user experience through professional and effective communication.

Skills

Customer focus

Communication skills

Troubleshooting

Teamwork

Tools

ServiceNow

ITSM tools

Job description

Role & responsibilities

We are looking for an enthusiastic and customer-focused IT Service Desk L1 Engineer to provide first-level technical support to end users. The candidate will be responsible for troubleshooting common hardware, software, network and access-related issues, ensuring timely resolution within defined SLAs.

Key Responsibilities

• L1 technical support to users through calls, emails, chat or ticketing tools.
• Log, categorize, prioritize and manage incidents and service requests.
• Troubleshoot common desktop, laptop, software, printer and peripheral-related issues.
• Provide basic support for Windows OS, MS Office, Outlook, Teams and other business applications.
• Troubleshoot basic LAN, Wi-Fi, VPN and internet connectivity issues.
• Perform basic troubleshooting for IP, DNS, DHCP, ping and network connectivity.
• Handle password reset, account unlock and access-related requests as per defined procedures.
• Monitor tickets and ensure timely resolution as per SLA/TAT.
• Escalate unresolved or complex issues to the appropriate L2/L3 teams.
• Maintain proper documentation of troubleshooting steps and resolution details in the ticketing system.
• Follow defined SOPs, IT policies and security guidelines.
• Coordinate with internal teams, vendors and other support teams whenever required.
• Provide regular updates to users regarding the status of their issues.
• Ensure a positive user experience through professional and effective communication.

Technical Skills

• Basic knowledge of Windows Operating System.
• Basic knowledge of hardware and desktop troubleshooting.
• Basic understanding of Networking LAN, WAN, IP, DNS, DHCP, Wi-Fi and VPN.
• Knowledge of MS Office, Outlook and Teams.
• Familiarity with ServiceNow or any other ITSM/ticketing tool.
• Basic understanding of Incident, Service Request and Escalation Management.
• Good troubleshooting and problem-solving skills.

Desired Skills

• Good verbal and written communication skills.
• Customer-focused approach with good interpersonal skills.
• Ability to troubleshoot issues logically and systematically.
• Willingness to learn and adapt to new technologies and processes.
• Ability to work effectively in a team environment.
• Good understanding of SLA and priority-based ticket handling.