IT Service Desk Engineer L1

JOB DESCRIPTION IT Service Desk Engineer L1 End User Support Department- Information Technology Experience- 46 Years Role Level- L1 / Junior Engineer Work Mode- 5 Days Work from Office Shift Timings- Rotational Shift -24/7 Location - Hyderabad , Gurgaon , Bangalore Joining Time - Immediate Role Overview We are looking for an experienced IT Service Desk Engineer to provide first-level technical support to end users across hardware, software, and network domains. The ideal candidate is customer-focused, detail-oriented, and capable of managing incidents efficiently within defined SLA frameworks. Key Responsibilities Provide first-level support for hardware, software, and basic network issues raised by end users.Log, track, and resolve incidents and service requests within defined SLA timelines using ITSM tools.Troubleshoot Windows OS, laptops, desktops, printers, and standard business applications.Handle user account creation, password resets, and access requests via Active Directory (AD) and IAM platforms.Support employee onboarding and offboarding processes including asset allocation and basic system setup.Perform basic network troubleshooting for Wi-Fi, LAN, and VPN connectivity issues.Install and configure end-user systems, peripherals, and software as required.Escalate unresolved or complex issues to L2 / specialist teams with proper documentation and handover.Maintain up-to-date ticket records, documentation, and contribute to the knowledge base.Ensure compliance with IT policies, data security protocols, and organizational guidelines.Provide both remote and in-person end-user support with clear and professional communication. Skills & Requirements Technical Skills Windows OS (10/11) installation & troubleshootingActive Directory & IAM user/group managementMicrosoft O365 email, Teams, SharePoint, OneDriveITSM tools (ServiceNow, Jira, Freshservice, or similar)Networking basics TCP/IP, DNS, DHCP, VPN, Wi-FiRemote support tools (AnyDesk, TeamViewer, RDP)Endpoint configuration & imaging Soft Skills & Other Requirements Strong verbal and written communication skillsCustomer-first mindset with professional etiquetteAbility to multitask and prioritize under pressureMeticulous documentation and reporting habitsTeam player with a proactive problem-solving attitudeWillingness to work in shifts if requiredITIL Foundation certification is a plus Interested candidates can share resume at Arti.singhal@incedoinc.com !! JOB DESCRIPTION IT Service Desk Engineer L1 End User Support Department- Information Technology Experience- 46 Years Role Level- L1 / Junior Engineer Work Mode- 5 Days Work from Office Shift Timings- Rotational Shift -24/7 Location - Hyderabad , Gurgaon , Bangalore Joining Time - Immediate Role Overview We are looking for an experienced IT Service Desk Engineer to provide first-level technical support to end users across hardware, software, and network domains. The ideal candidate is customer-focused, detail-oriented, and capable of managing incidents efficiently within defined SLA frameworks. Key Responsibilities Provide first-level support for hardware, software, and basic network issues raised by end users.Log, track, and resolve incidents and service requests within defined SLA timelines using ITSM tools.Troubleshoot Windows OS, laptops, desktops, printers, and standard business applications.Handle user account creation, password resets, and access requests via Active Directory (AD) and IAM platforms.Support employee onboarding and offboarding processes including asset allocation and basic system setup.Perform basic network troubleshooting for Wi-Fi, LAN, and VPN connectivity issues.Install and configure end-user systems, peripherals, and software as required.Escalate unresolved or complex issues to L2 / specialist teams with proper documentation and handover.Maintain up-to-date ticket records, documentation, and contribute to the knowledge base.Ensure compliance with IT policies, data security protocols, and organizational guidelines.Provide both remote and in-person end-user support with clear and professional communication. Skills & Requirements Technical Skills Windows OS (10/11) installation & troubleshootingActive Directory & IAM user/group managementMicrosoft O365 email, Teams, SharePoint, OneDriveITSM tools (ServiceNow, Jira, Freshservice, or similar)Networking basics TCP/IP, DNS, DHCP, VPN, Wi-FiRemote support tools (AnyDesk, TeamViewer, RDP)Endpoint configuration & imaging Soft Skills & Other Requirements Strong verbal and written communication skillsCustomer-first mindset with professional etiquetteAbility to multitask and prioritize under pressureMeticulous documentation and reporting habitsTeam player with a proactive problem-solving attitudeWillingness to work in shifts if requiredITIL Foundation certification is a plus Interested candidates can share resume at Arti.singhal@incedoinc.com !!