Role description

STL Digital is a global IT Services and Consulting company that enables enterprises to experience the future of digital transformation. We provide end to end services across product engineering, software, cloud, data and analytics, enterprise application services, and cyber-security.

Purpose - We Engineer Experiences that create value. We blend the agility of a startup with the stability of an established enterprise. We're passionate about innovation. Our culture is built on 4 core values:

1. Respect for Individuals: We value every team member's unique perspective and contributions.

2. Hunger to Learn: We encourage continuous growth and development.

3. Promises Delivered: We are committed to delivering on our commitments.

4. Keep it Simple: We strive for clarity and efficiency in everything we do.

We're looking for talented individuals to join us on this exciting journey, working with our 25+ Global Customers. Let's build the future of tech together.

1. L1 Service Desk Engineer

Job Title: Service Desk Engineer (L1)
Location: Noida
Shift: 24x7 rotational shifts, including weekends/holidays

Role Summary

The L1 Service Desk Engineer acts as the first point of contact for end-users, providing initial support, incident triage, and service request management. The role ensures timely resolution or escalation to resolver groups while delivering excellent customer experience.

Responsibilities

Serve as the first point of contact for users via phone, email, chat, or ticketing system.

Log, categorize, and prioritize incidents and service requests in the ITSM tool (e.g., ServiceNow, AWS Connect).

Perform initial troubleshooting and provide resolution for standard issues (password resets, access issues, basic hardware/software troubleshooting, network connectivity).

Escalate unresolved incidents to L2 or relevant resolver groups, following defined SLAs.

Provide regular ticket status updates to users.

Document known issues and workarounds in the Knowledge Base.

Follow defined incident and request management processes (ITIL standards).

Adhere to security and compliance guidelines during issue handling.

Required Skills

Strong knowledge of Windows/Mac OS, MS Office/O365, VPN, Active Directory, and common enterprise applications.

Basic understanding of networking concepts (LAN/WAN, DNS, DHCP, Wi-Fi).

Familiarity with ITSM tools (ServiceNow, JIRA, Remedy, AWS Connect preferred).

Excellent communication skills (written & verbal) in English.

Strong problem-solving and analytical abilities.

Customer service orientation with the ability to handle pressure.

Qualifications & Experience

Graduate in Computer Science, IT, or related field (or equivalent work experience).

2–4 years of experience in IT Helpdesk/Service Desk or customer support role.

ITIL Foundation certification (preferred).

Tech Lead