Who are we
Fulcrum Digital is an agile and next-generation digital accelerating company providing digital transformation and technology services right from ideation to implementation. These services have applicability across a variety of industries, including banking & financial services, insurance, retail, higher education, food, healthcare, and manufacturing.
Job Summary
We are seeking a Level 1 Service Desk Engineer to provide ticket triaging and coordination support for the Infrastructure Support project. The engineer will manage and triage infrastructure-related tickets through ServiceNow, ensuring proper categorization, documentation, and escalation to the appropriate resolver groups.
The role will involve basic support and triaging of Azure cloud infrastructure issues, ensuring tickets are properly routed to the relevant engineering teams while maintaining SLA compliance.
Key Responsibilities
Ticket Management
- Acknowledge and log incoming incidents and service requests in ServiceNow.
- Validate ticket details including requester information, category, priority, impact, and urgency.
- Ensure tickets are properly documented and updated throughout the lifecycle.
Ticket Triaging
- Perform initial assessment of infrastructure and application-related incidents.
- Categorize and route tickets to the correct support groups.
- Collect necessary information including logs, screenshots, and user-reported steps.
Azure Infrastructure Awareness
- Perform basic triaging of issues related to Microsoft Azure services.
- Identify common Azure infrastructure alerts such as:
- Virtual Machine availability
- Resource access issues
- Network connectivity alerts
- Escalate Azure-related incidents to L2 cloud support teams with proper documentation.
Escalation & Coordination
- Escalate tickets to Level 2 (L2) or the relevant resolver group when required.
- Ensure complete troubleshooting notes and supporting details during escalation.
- Coordinate with internal infrastructure and cloud support teams.
SLA Monitoring
- Monitor ticket queues and ensure SLA compliance.
- Follow up with resolver teams on aging or pending tickets.
User Communication
- Provide regular updates to users regarding ticket progress.
- Request additional details when required.
- Confirm resolution before ticket closure.
Required Skills
Primary Skills
- Experience with ServiceNow
- IT Service Desk / L1 Support
- Incident Management and Ticket Triaging
- Basic knowledge of Microsoft Azure
- Understanding of ITIL processes (Incident, Request, SLA)
Secondary Skills
- Basic Azure infrastructure understanding (VMs, storage, networking)
- Windows OS troubleshooting
- Active Directory user management (password reset, account unlock)
- Basic networking knowledge (DNS, VPN, connectivity)
- Monitoring tools exposure
- Strong documentation and communication skills
Preferred Qualifications
- Bachelor's degree in Computer Science, IT, or related field
- ITIL Foundation certification (preferred)
- Basic Azure certification such as Microsoft Azure Fundamentals (AZ-900) is a plus
- Experience working in managed services or infrastructure support environments
Key Competencies
- Strong analytical and troubleshooting mindset
- Excellent verbal and written communication
- Ability to manage multiple tickets efficiently
- Good coordination with cross-functional infrastructure teams
