Technical Support Engineer_1+Years_Immediate_Bangalore

CIEL HR; Bengaluru; On-site; INR 300,000 - 450,000; Full time

Job summary

CIEL HR in Bengaluru is seeking an L1 Specialist Helpdesk to provide first-level technical support via ticketing system. You will log, categorize, and prioritize incidents in ServiceNow, troubleshoot basic issues, and escalate when needed. Strong communication and a customer-first mindset are essential.

The role requires 2 years in helpdesk, familiarity with Windows OS, MS Office, basic network concepts, and willingness to work in rotating shifts. ITIL Foundation is preferred but not mandatory.

Qualifications

• Proficiency with ServiceNow or similar ITSM tools.
• 2 years of experience in helpdesk or IT support.
• Strong oral and written communication skills.
• Ability to multitask and work under pressure in a fast-paced environment.
• Basic knowledge of Windows OS, MS Office, network connectivity, and common enterprise applications.
• ITIL Foundation certification (preferred, not mandatory).
• Ability to work in rotational shifts.

Responsibilities

• Serve as the first point of contact for user issues via phone, email, or ticketing system.
• Log, categorize, and prioritize incidents and service requests in ServiceNow.
• Troubleshoot and resolve Level 1 technical issues or escalate to L2/L3 teams when necessary, based on the priorities.
• Monitor ticket queues and ensure timely resolution within SLAs.
• Document solutions and maintain accurate knowledge base articles.
• Deliver clear and professional communication to users, ensuring high customer satisfaction.
• Report anomalies and potential issues proactively.

Skills

ServiceNow

Helpdesk experience

Communication skills

Multitasking

Windows OS basics

Network basics

Rotational shifts

Tools

ServiceNow

Job description

Job Title: L1 Specialist Helpdesk Support
Location: Bangalore -WFO

Job Summary:

We are seeking a proactive and detail-oriented L1 Specialist to provide first-level technical support through our helpdesk. The ideal candidate will have hands-on experience with ServiceNow and a proven ability to handle, track, and resolve user tickets efficiently. Strong communication skills and a customer-first mindset are essential to succeed in this role.

Key Responsibilities:

• Serve as the first point of contact for user issues via phone, email, or ticketing system.
• Log, categorize, and prioritize incidents andservicerequests in ServiceNow.
• Troubleshoot and resolve Level 1 technical issues or escalate to L2/L3 teams when necessary, based on the priorities.
• Monitor ticket queues and ensure timely resolution within SLAs.
• Document solutions and maintain accurate knowledge base articles.
• Deliver clear and professional communication to users, ensuring high customer satisfaction.
• Report anomalies and potential issues proactively.

Required Skills & Qualifications:

• Proficiency with ServiceNow (or similar ITSM tools).
• 2 years of experience in helpdesk or IT support.
• Strong oral and written communication skills.
• Ability to multitask and work under pressure in a fast-paced environment.
• Basic knowledge of Windows OS, MS Office, network connectivity, and common enterprise applications.
• ITIL Foundation certification (preferred, not mandatory).
• Ability to work in rotational shifts.