Information Technology Help Desk Technician

Job Title: L1 Engineer – Shared Service Desk

KniTT is hiring experienced L1 Engineers for the shared service desk. The ideal candidate is responsible for providing first‑level technical support to internal users or global customers by diagnosing, troubleshooting, and resolving basic IT issues. The role acts as the first point of contact for all IT service requests and incidents, ensuring timely resolution, proper escalation, and adherence to SLAs.

Details:

Experience: 3 to 5 Years

Shift: 24×7 (rotational)

Location: Trivandrum

Mode of work: From office

Key Responsibilities

1. Service Desk Operations: Act as the first point of contact for IT incidents and service requests; Log, categorize, prioritize, and track tickets in ITSM tools (JIRA / ServiceNow / Zoho); Provide first-call resolution where possible and ensure timely escalation; Communicate effectively with users on ticket status and resolution: Linux Support (Basic); Perform basic troubleshooting (login issues, service status, disk usage); Execute standard health-check commands; Escalate advanced issues to L2/L3 teams
2. End-User Support (Windows / Laptops): Troubleshoot Windows OS, applications, and hardware issues; Support laptops, desktops, peripherals, and basic software installations; Handle onboarding/offboarding (device setup, access provisioning)
3. Microsoft 365 Support: Manage users and services in Microsoft 365 (Entra ID, Outlook, Teams, OneDrive, SharePoint, Intune); Handle password resets, mailbox access, DLs, and Teams-related issues; Support meeting, recording, and collaboration issues
4. Cloud Support (Azure & AWS): Provide basic operational support in Microsoft Azure and Amazon Web Services; Monitor VM/resource health, restart services, and check logs; Assist with provisioning and access requests as per SOPs
5. Windows Server & Active Directory: Perform basic server health checks (CPU, memory, services); Manage user/group access via Active Directory; Support file shares and permission-related issues
6. Network & IT Security Support: Troubleshoot LAN/Wi-Fi/VPN connectivity issues; Support firewall/VPN access requests as per policy; Identify, log, and escalate security alerts or suspicious activities
7. Private Cloud Monitoring (Availability & Security): Monitor uptime, availability, and performance of private cloud platforms; Track CPU, memory, storage, and network utilization; Respond to alerts (performance degradation, outages, security events); Escalate incidents proactively based on defined thresholds
8. Monitoring & Incident Response: Use monitoring tools (Azure Monitor, CloudWatch, Zabbix, etc.); Perform initial triage and route incidents to appropriate teams; Maintain incident logs and contribute to RCA documentation

Required Skills

Technical Skills

• Windows OS and laptop troubleshooting (mandatory)
• Basic Linux command-line knowledge
• Networking fundamentals (IP, DNS, VPN)
• Basic administration of Microsoft 365
• Exposure to Azure / AWS environments
• Understanding of IT security basics (endpoint, access control)
• Familiarity with monitoring tools and alert handling

Soft Skills

• Strong communication and customer handling skills
• Ability to work in shifts and high-pressure environments
• Problem-solving mindset with proper escalation discipline
• Good documentation and reporting skills

Preferred Certifications (Good to Have)

• Microsoft Certified: Azure Fundamentals (AZ-900)
• Microsoft 365 Fundamentals (MS-900)
• AWS Certified Cloud Practitioner
• ITIL Foundation