Technical Support Engineer

CIEL HR; Gurugram District; On-site; INR 500,000 - 800,000; Full time

Job summary

CIEL HR in Gurugram seeks an experienced Helpdesk Expert with 5+ years in IT service desk and end-user support to handle L1 tickets via phone, email, chat, and portal.

You will log and resolve incidents in ServiceNow, resolve password resets and access issues, escalate complex problems to L2/L3, and contribute to knowledge base, SLA adherence, and reporting. The role requires strong communication and ITIL familiarity in a fast-paced enterprise.

Qualifications

• Bachelor's degree or equivalent technical qualification.
• Minimum 5 years in IT Helpdesk or Service Desk.
• Hands-on experience with L1 ticket handling and end-user support.
• Proficient in ServiceNow incident and request management.
• Familiar with ITIL processes, especially Incident and Request Fulfilment.

Responsibilities

• Provide Level 1 helpdesk support via phone, email, chat, and portal.
• Log, categorize, prioritize, track, and resolve incidents using ServiceNow.
• Handle password resets, account unlocks, VPN, and network connectivity issues.
• Ensure ticket updates with troubleshooting steps and user communications.
• Escalate complex issues to L2/L3 and meet SLA timelines.
• Monitor ticket queues and ensure timely closure after user confirmation.
• Maintain knowledge base articles and support documentation.
• Identify recurring incidents and elevate trends for permanent resolution.
• Support service desk reporting and data quality; update on status, backlog, and escalations.
• Follow ITIL-based processes; participate in shift-based support if required.

Skills

L1 ticket handling

End-user support

ServiceNow

ITIL

Customer service

SLA management

Education

Bachelor's degree

Tools

ServiceNow

Job description

Role & responsibilities

We are seeking an experienced Helpdesk Expert with 5+ years of experience in IT service desk and end-user support operations. The candidate will be responsible for Level 1 (L1) ticket handling, user support, incident logging, troubleshooting, request fulfillment, and timely resolution or escalation of issues through ServiceNow.

Key Responsibilities:: Provide Level 1 helpdesk support to end users via phone, email, chat, and self-service portal.Log, categorize, prioritize, track, and resolve incidents and service requests using ServiceNow.

Handle L1 tickets related to password resets, account unlocks, access issues, basic hardware/software issues, email, VPN, network connectivity, and standard application support.

Ensure tickets are updated with accurate troubleshooting steps, resolution details, and user communication.

Resolve incidents within defined SLA timelines and elevate unresolved or complex issues to L2/L3 support teams.

Monitor ticket queues, follow up on pending tickets, and ensure timely closure after user confirmation.

Maintain high standards of customer service and provide clear, professional communication to users.

Perform initial troubleshooting using knowledge articles, SOPs, and standard operating procedures.

Create and update knowledge base articles, FAQs, and support documentation where required.

Identify recurring incidents and elevate trends to the relevant technical teams for permanent resolution.

Support service desk reporting by maintaining ticket data quality and providing updates on ticket status, backlog, SLA adherence, and escalations.

Follow ITIL-based incident, request, problem, and escalation management processes. Participate in shift-based support and rotational schedules, if required.

Required Skills and Qualifications

Bachelors degree or equivalent technical qualification.

Minimum 5 years of experience in IT Helpdesk, Service Desk, Desktop Support, or Technical Support.

Hands‑on experience in L1 ticket handling and end‑user support.

Strong working knowledge of ServiceNow for incident management, request management, ticket updates, and reporting.

Good understanding of ITIL service management processes, especially Incident Management and Request Fulfilment.

Experience troubleshooting basic issues related to:

Windows operating systems Microsoft Office / Microsoft 365 Outlook and email support Active Directory user account management Password resets and account unlocks VPN and network connectivity Hardware and peripheral devices Remote support tools Strong communication, customer‑service, and stakeholder‑management skills.

Ability to prioritize multiple tickets and work effectively within SLA‑driven support environments.

Good documentation and ticketing discipline.

Preferred Qualifications

ITIL Foundation certification.

ServiceNow certification or hands‑on experience with ServiceNow modules.

Experience working in a global or enterprise helpdesk environment.

Knowledge of remote support tools and endpoint management solutions.

Experience supporting users through voice, chat, email, and portal channels.

Key Competencies

L1 Helpdesk SupportServiceNow Ticket ManagementIncident and Request HandlingSLA ManagementEnd-User SupportBasic Technical TroubleshootingEscalation ManagementCustomer ServiceITIL ProcessesKnowledge Base and SOP Adherence