Service Desk Engineer (Level 1)

ClickForge Pvt. Ltd.; Jaipur; On-site; INR 180,000 - 300,000; Full time

Job summary

ClickForge Pvt. Ltd. in Jaipur seeks a Level 1 Service Desk Engineer to serve as the primary contact for IT issues, perform initial triage, and resolve basic hardware and software incidents.

You will manage user access, provisioning, MFA, and software deployment, while routing complex problems to Level 2/3 teams and contributing to the knowledge base. The role requires strong English communication, a customer‑first mindset, and a foundational understanding of corporate IT environments, with

Qualifications

• Basic knowledge of Windows, macOS and Linux operating systems.
• Experience with Microsoft 365 Core Apps (Outlook, Teams, SharePoint, Office, OneDrive).
• Basic networking concepts (TCP/IP, DNS, DHCP, VPN).
• Experience with ticketing platforms such as ServiceDesk.
• Strong customer-centric communication in English.
• Able to troubleshoot and document steps clearly.

Responsibilities

• Serve as the first contact for user issues via multiple channels.
• Log, categorize, and prioritize incidents in the ITSM tool.
• Diagnose and resolve standard hardware, software, and connectivity problems.
• Ensure tickets meet SLA targets and are updated timely.
• Manage user accounts and access with Active Directory and Google Workspace.
• Assist with basic software deployment and profile updates.
• Escalate complex issues to Level 2/3 with clear handoff steps.
• Contribute to KB articles and educate users on self-service.

Skills

Windows 10/11

MacOS basics

Linux basics

M365 Core Apps

VPN basics

Ticketing experience

Communication

Problem solving

Adaptability

Education

High school diploma

Associate or Bachelor in CS/IT

CompTIA A+ / Network+

Tools

ServiceDesk

Active Directory

Google Workspace

Microsoft 365

SharePoint

VPN clients

Job description

The Level 1 Service Desk Engineer serves as the primary point of contact for all IT-related technical issues and inquiries. This role is responsible for providing initial troubleshooting, resolving basic software and hardware incidents, and managing user access requests. The ideal candidate will possess excellent communication skills, a customer-first mindset, and a foundational understanding of corporate IT environments.

• Department: Networking
• Reports To: Networking Head
• Employment Type: Full-time, Rotational Shift
• Shift Requirements: May require rotational shifts.

Key Responsibilities

• First-Line Triage: Serve as the initial contact for user issues via phone, email, chat, and self-service portals.
• Ticket Logging: Accurately document, categorize, and prioritize all incoming incidents and service requests within the ITSM tool.
• Basic Troubleshooting: Diagnose and resolve standard hardware, software, and connectivity issues (e.g., VPN, Wi-Fi, local printing).
• SLA Compliance: Ensure all tickets are handled and updated within agreed-upon Service Level Agreements (SLAs).

2. User Access & Administration

• Account Provisioning: Manage user accounts, group memberships, and distribution lists using Active Directory and Microsoft 365 and Google Workspace
• Identity Management: Perform secure password resets and multi-factor authentication (MFA) token configuration.
• Software Deployment: Assist with basic remote software installation and profile updates.
• Warm Handoffs: Route complex, unresolved, or high-severity issues to Level 2/Level 3 teams with detailed troubleshooting steps already documented.
• Major Incidents: Identify and immediately flag critical widespread outages to management following the established notification procedure.
• Knowledge Base: Contribute to internal documentation by writing or updating knowledge base (KB) articles for recurring issues.
• User Education: Guide end-users on self-service solutions and best security practices.

Required Skills & Qualifications

Technical Requirements

• Foundational knowledge of Windows 10/11 and macOS and Linux operating systems.
• Familiarity with Microsoft 365 Core Apps (Outlook, Teams, SharePoint, Office, and OneDrive).
• Basic understanding of networking principles (TCP/IP, DNS, DHCP, VPN clients).
• Hands-on experience or familiarity with ticketing platforms (e.g., ServiceDesk).)
• IT Support: High empathy, active listening, and patience when handling frustrated users.
• Communication: Clear, concise verbal and written English skills for both technical and non-technical audiences.
• Problem Solving: Logical, step-by-step troubleshooting methodology.
• Adaptability: Ability to stay organized and prioritize tasks in a fast-paced environment.

Education & Experience

• High school diploma or equivalent required; an associate's or bachelor's degree in computer science, IT, or related field is a plus.
• 2 years of experience working in a help desk, service desk, or IT support environment.
• Technical certifications (e.g., CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator ) are highly desirable but not mandatory.