IT Support Engineer I

Overview

IT Support Engineer I provides advanced Level 1 / Level 1.5 support for help desk analysts and resolves complex incidents and service requests in a 24x7 environment.

What you'll do

• Support analysts with complex incidents, escalations, and service requests.
• Deliver advanced Level 1 / Level 1.5 troubleshooting for desktop, OS, Office 365, browsers, printers, network connectivity, and remote access.
• Review escalated tickets for correct troubleshooting, documentation, categorization, and routing to Level 2/resolver groups.
• Improve first contact resolution by identifying recurring issues and mentoring analysts.
• Maintain Knowledge Base articles, SOPs, process documents, call scripts, and troubleshooting guides.
• Monitor SLA compliance, aged tickets, ticket quality, and critical priority incidents; follow up as required.
• Support new hire training, floor support, refresher coaching, and participate in major incident support when needed.

What you'll need

• 4-6 years of experience in IT Help Desk, Service Desk, Desktop Support, or technical support operations.
• Strong knowledge of Windows 11 and above, including troubleshooting profiles, performance, drivers, updates, and OS errors.
• Strong working knowledge of Microsoft Office 365 and related tools (Outlook, Teams, OneDrive), browsers, VPN, and remote access tools.
• Good understanding of networking concepts including TCP/IP, DNS, DHCP, LAN/Wi-Fi connectivity, proxy, and basic troubleshooting.
• Experience using ITSM tools for ticket logging, categorization, prioritization, escalation, SLA tracking, and reporting.
• Minimum qualification: technical diploma or graduate degree.
• Ability to work rotational shifts, weekends, and holidays as required.

Details

• Location: Mumbai, India.
• Works in a 24x7 rotational shift environment.