Service Desk Support Engineer-L1

Krish Services Group; Bengaluru; On-site; INR 400,000 - 600,000; Full time

Job summary

Krish Services Group is looking for a Service Desk L1 Support Engineer in Bengaluru, India. This role requires 1-2 years of technical support experience, focusing on incident management and service requests. The ideal candidate will effectively manage alerts and tickets using AutoTask while maintaining clear communication with stakeholders. Proficiency in communication tools and a customer-oriented approach are essential. Familiarity with cloud platforms like AWS or Microsoft Azure is an advantage.

Qualifications

• 1–2 years of experience in Service Desk / Technical Support / Managed Services.
• Excellent verbal and written communication skills.
• Basic understanding of incident management and IT service processes.
• Ability to work in a rotational shift environment.

Responsibilities

• Provide first-level technical support and monitoring for managed services.
• Manage service requests and incidents through AutoTask.
• Monitor alerts and escalate issues as required.
• Update documentation and provide feedback for continuous improvement.

Skills

Customer-service orientation

Problem-solving skills

Verbal and written communication

Experience with ticketing systems

Ability to follow SOPs

Exposure to cloud platforms

Tools

AutoTask

xMatters

Microsoft Teams

Outlook

Job description

Job Description

We are looking for a customer-focused Service Desk L1 Support Engineer with 1- 2 years of
experience to provide first-level technical support and monitoring for managed services and
OpenText applications.

The role involves responding to alerts, managing incidents through the ticketing system, following SOPs, and coordinating with L2 teams for escalation when required. The ideal candidate should have the ability to handle alerts, tickets, and service requests efficiently while following defined operational procedures.

Monitoring & Alert Management

• Monitor alerts received via phone calls, email notifications, and monitoring tools.
• Track alerts and incidents using the Autotask ticketing platform.
• Acknowledge alerts and create/update incident tickets according to defined processes.
• Perform initial triage and troubleshooting based on SOPs and runbooks.
• Escalate issues to L2 engineers or team leads as per the escalation matrix.
• Maintain technical documentation, SOPs, and knowledge base articles.

Incident & Ticket Management

• Manage service requests and incidents through AutoTask.
• Ensure timely updates and resolution tracking according to SLAs.
• Maintain clear communication with stakeholders and users during incidents.
• Document troubleshooting steps and resolution notes in tickets.

Application & Managed Services Support

• Provide first-level support for OpenText applications and Managed Services
  environments.
• Access and update information within Autotask (Professional access level – read,
  write, update).
• Monitor system alerts and report issues to L2 engineers when required.
• Follow documented SOP workflows and operational diagrams during incident
  handling.

Documentation & Knowledge Management

• Follow existing SOPs, runbooks, and KT documentation.
• Utilize the knowledge repository for troubleshooting and operational procedures.
• Update documentation when required and provide feedback to improve runbooks.

Stakeholder & Escalation Management

• Work closely with L2 Engineers and Team Leads for issue resolution.
• Use Microsoft Teams notifications and direct calls for critical escalations.
• Maintain professional communication with external users and internal teams.

Required Skills & Qualifications

• 1–2 years of experience in Service Desk / Technical Support / Managed Services.
• Excellent verbal and written communication skills, with the ability to interact professionally with internal teams and external users.
• Experience working with ticketing systems (AutoTask preferred).
• Basic understanding of incident management and IT service processes.
• Ability to follow SOPs, runbooks, and operational workflows.
• Familiarity with monitoring alerts and incident triage.
• Strong customer-service orientation and problem-solving skills.
• Exposure to cloud platforms such as AWS or Microsoft Azure will be an added
  advantage.
• Ability to work in a rotational shift environment.

Technical Skills

Ticketing System: AutoTask
Alerting Tools: xMatters
Communication Tools: Outlook, Microsoft Teams
Cloud Platforms: Basic knowledge or exposure to AWS or Microsoft Azure

Basic knowledge of application support and managed services environments