Service Desk L1 Support Engineer

Company Overview

Information regarding the company, industry, and culture is not specified.

Job Summary

The Service Desk L1 Support Engineer will provide first-level support to users, focusing on resolving primary password or application access-related issues. This role is essential for maintaining operational efficiency by monitoring infrastructure and business applications.

Responsibilities

• Receive and manage calls via the In-Contact center tool.
• Provide Level 1 support for password and application access issues.
• Escalate unresolved issues to the respective teams when necessary.
• Utilize ServiceNow, Active Directory, Citrix Workspace, and Remote Assist tools effectively.
• Monitor infrastructure and critical business applications using Dynatrace and Splunk.
• Conduct initial troubleshooting and triage based on provided runbooks.

Qualifications

• Familiarity with ServiceNow, Active Directory, Citrix Workspace, Remote Assist tool, and Windows Servers.
• Experience in monitoring tools such as Dynatrace and Splunk.
• Strong troubleshooting skills.
• Excellent communication skills, both verbal and written.
• Ability to work in a fast-paced environment and manage multiple tasks.
• Commitment to customer service excellence.

Preferred Skills

• Previous experience in a service desk or technical support role.
• Knowledge of ITIL framework.

Experience

• Relevant experience in IT support roles is preferred, but specific years of experience are not specified.

Environment

• The role may require working across different shifts:
  • Shift 1: 5:30 AM - 2:30 PM
  • Shift 2: 12:30 PM - 9:30 PM
  • Night shifts on weekends and US public holidays: 8:30 PM - 5:30 AM
• There will be no shift allowance for this position.
• The job may be based in any Mastek location.

Salary

Salary information is not specified.

Growth Opportunities

Opportunities for career advancement have not been provided.

Benefits

Information regarding benefits is not specified.