Job Role: L1 Service Desk Agent
Location: Kalyani Nagar, Pune (Atidiv's office)
Mode: Work from office (6am- 3pm, 2pm -11pm, 11am - 8pm),
Work from home- 10pm - 7am (Night shift)
Shifts: Rotational (24*7)
Qualification: BTech/BE/BCA/MTech/MCA are preferred
Scope of L1 Support
L1 agents handle Tier 1 work only. The key distinction: L1 resolves issues that have a documented fix or a clear runbook. Anything requiring investigation, root cause analysis, or system-level access gets escalated to L2.
In Scope (L1 Resolves Directly):
- Password resets, account unlocks, MFA troubleshooting (Okta, Google Workspace)
- Hardware triage: printer, scanner, label maker, workstation issues at plant sites
- Network connectivity troubleshooting (Wi-Fi, VPN, basic switch/port issues)
- Software access requests: granting/revoking licenses per approved request types
- Plant floor tech support: barcode scanner resets, Redzone tablet troubleshooting, MES login issues
- Client's portal submission triage and routing
- Running documented runbooks end to end (WMS restart procedures, cache clear, Redzone device re-enrolment)
- Status updates to requesters, SLA compliance, ticket hygiene
Out of Scope (Escalate to L2/L3):
- Incidents requiring root cause analysis or system-level investigation
- Infrastructure changes (AWS, networking, firewall rules)
- Application bugs or code-level issues (escalate to Engineering via linked Jira Software)
- Severity 1 or Severity 2 incidents (L1 logs and immediately escalates per incident workflow)
- Any issue not covered by an existing runbook or KBA
- Vendor coordination, procurement, or contract decisions
Required Skills and Experience
Technical Skills:
- Experience with ITSM ticketing systems (Jira Service Management strongly preferred, ServiceNow or Zendesk acceptable)
- Familiarity with identity and access management tools (Okta, Google Workspace)
- Basic networking knowledge: IP addressing, Wi-Fi troubleshooting, VPN connectivity
- Comfort supporting hardware in a manufacturing/warehouse environment (not just office IT)
- Ability to follow technical runbooks precisely and document deviations
- Basic understanding of SLA-driven support (response time vs. resolution time)
Soft Skills:
- Clear written communication (most interactions are via JSM portal, not phone)
- Discipline to follow escalation procedures without freelancing fixes
- Ability to work independently during off-hours shifts with minimal supervision
- Comfortable asking clarifying questions to requesters rather than guessing
- Reliable shift attendance (coverage gaps directly impact SLA compliance and plant operations)
Nice to Have:
- Experience supporting manufacturing or warehouse environments (MES, CMMS, plant floor hardware)
- Familiarity with Confluence for knowledge base navigation
- ITIL Foundation certification or equivalent understanding of incident/request management
- Experience with OpsGenie or JSM On-Call (for awareness of escalation flows)
