Desktop Support Engineer 1

SuperSeva; Muzaffarpur, Bengaluru; On-site; INR 300,000 - 420,000; Full time

Job summary

SuperSeva invites applications for a Help desk executive L1 to support an IBM project in Bengaluru and Muzaffarpur. You will address IT requests via phone, email, web and chat, and log incidents in ServiceNow/ITSM, performing initial troubleshooting per SOPs.

Required 2 years of relevant IT experience, strong communication, and willingness to work 24/7 rotational shifts aligned to US EST. Basic AD management and Office 365 support are key.

Qualifications

• Graduate in B.Tech / BCA / B.Sc IT or related IT field.
• 6 months to 2 years of relevant IT helpdesk experience.
• Good verbal and written communication skills.
• Comfortable working in 247 rotational shifts.
• ITIL Foundation certification preferred.

Responsibilities

• Handle IT support requests via phone, email, web, and chat.
• Log, update, and manage incidents using ServiceNow/ITSM.
• Perform L1 troubleshooting using SOPs and knowledge articles.
• Troubleshoot password, VPN, app access, Outlook, and Office 365 issues.
• Perform basic Active Directory user administration and password resets.
• Categorize and prioritize incidents according to P1P4 severity.
• Escalate unresolved issues to L2/L3 teams as per defined procedures.
• Maintain accurate ticket documentation and provide timely status updates.
• Ensure compliance with SLA and service delivery standards.
• Provide professional support to international users.

Skills

ServiceNow

Active Directory

Password Reset

VPN Troubleshooting

Office 365

Incident Management

Windows Troubleshooting

Education

B.Tech

BCA

B.Sc IT

Tools

Password Reset Tools

VPN Tools

Office 365 Tools

Job description

Client: IBM Project

Role - Help desk executive L1

Location: Bangalore and Muzaffarpur

Experience: 2 Years

Shift: 247 Rotational Shifts (US EST aligned)

Key Responsibilities:

• Handle IT support requests through phone, email, web, and chat.
• Log, update, and manage incidents using ServiceNow/ITSM tools.
• Perform L1 troubleshooting using SOPs and knowledge articles.
• Troubleshoot password, VPN, application access, Outlook, and Office 365 issues.
• Perform basic Active Directory user administration and password resets.
• Categorize and prioritize incidents according to P1P4 severity.
• Escalate unresolved issues to L2/L3 teams as per defined procedures.
• Maintain accurate ticket documentation and provide timely status updates.
• Ensure compliance with SLA and service delivery standards.
• Provide professional support to international users.

Technical Skills:

• ServiceNow / ITSM
• Active Directory
• Password Reset Tools
• VPN Troubleshooting
• Microsoft Office 365 / Outlook
• Incident Management
• Incident Categorization & Prioritization
• Basic Windows Troubleshooting

Eligibility:

• Graduate B.Tech / BCA / B.Sc IT / Any Graduate with relevant IT experience.
• 6 months to 2 years of relevant technical/helpdesk/support experience.
• Good verbal and written communication skills.
• Comfortable working in 247 rotational shifts.
• ITIL Foundation certification is preferred.