IT Service Desk Support Engineer (L1)

Zenkins Technologies Pvt. Ltd.; Mumbai; On-site; INR 500,000 - 620,000; Full time

Benefits offered by this job

Structured career path

Training and growth opportunities

Professional environment

Job summary

Zenkins Technologies Pvt. Ltd. in Mumbai is seeking skilled IT Service Desk Support Engineers to provide Level 1 IT support for a leading organization.

You will act as the first point of contact for end-users, resolving day-to-day issues and ensuring smooth IT operations under defined SLAs. You will support remote users via Teams and LogMeIn, handle printing, VPN, email configurations, and log incidents in Jira.

Qualifications

• Bachelor’s degree in IT/Computer Science or equivalent.
• 2–3 years of IT Service Desk / End User Support experience.
• Strong knowledge of Windows OS (10/11) and MS Office Suite/Outlook.
• Experience with remote support tools (Teams, LogMeIn, AnyDesk, TeamViewer).
• VPN and basic networking knowledge.
• Excellent English communication (spoken and written).
• Customer-oriented with strong problem-solving skills.
• Ability to work in rotational shifts (7 AM–3 PM, 3 PM–11 PM).
• Must be based in or willing to relocate to Mumbai.

Responsibilities

• Act as the first point of contact for IT-related issues via phone, Teams chat, email, and remote support.
• Provide L1 support including printing, scanning issues, VPN setup, and email configuration.
• Support travel request applications.
• Log and track incidents in Jira and escalate to L2/L3 when needed.
• Ensure SLA compliance with response times (P1 5 minutes, P2/P3 15 minutes).
• Prepare and share daily and monthly reports on support activity.
• Maintain professional communication with end-users, partners, staff.
• Adhere to ISO process guidelines and client policies.

Skills

Communication skills (English)

Customer-focused

Problem-solving

Rotational shifts

Education

Bachelor’s degree in IT/Computer Science

Tools

Teams

LogMeIn

AnyDesk

TeamViewer

VPN

Job description

We are looking for skilled IT Service Desk Support Engineers with excellent communication skills to provide Level 1 support for a leading organization in Mumbai. The role involves resolving day-to-day IT issues, assisting remote users via Teams/LogMeIn, and ensuring smooth IT operations under defined SLAs.

Key Responsibilities

• Act as the first point of contact for IT-related issues (phone, Teams chat, email, remote support).
• Provide L1 support including:
• Printing & scanning issues.
• VPN setup and basic connectivity support.
• Email configuration and troubleshooting.
• Company-specific travel request application support.
• Accurately log, track, and update incidents in Jira ticketing system.
• Escalate unresolved issues to the client’s internal IT team (L2/L3).
• Ensure SLA compliance:
• P1 tickets – respond within 5 minutes.
• P2/P3 tickets – respond within 15 minutes.
• Prepare and share daily and monthly reports on support activity.
• Maintain strong professional communication with end-users (legal professionals, partners, staff).
• Adhere to ISO process guidelines and client compliance policies.

Required Skills & Qualifications

• Education: Bachelor’s degree in IT/Computer Science or equivalent.
• Experience: Minimum 2-3 years in IT Service Desk / End User Support.
• Strong knowledge of:
• Windows OS (10/11) and common applications.
• MS Office Suite and Outlook.
• Remote support tools (Teams, LogMeIn, AnyDesk, TeamViewer).
• VPN & basic networking.
• Excellent communication skills in English (spoken & written).
• Customer-oriented with strong problem-solving skills.
• Ability to work in rotational shifts (7 AM to 3 PM, 3 PM to 11 PM).
• Must be based in or willing to relocate to Mumbai.

What We Offer

• Opportunity to work with a leading organization in a professional environment.
• Structured career path with exposure to enterprise-level IT service delivery.
• Supportive team culture with training and growth opportunities.