Senior System Engineer

Job Title: L1 SD Engineers
Base Location: Bangalore
Experience: 1â€3Years
Shift Timing: 24x7 Rotational (based on project needs)
Prerequisite: Strong hands-on IT support and troubleshooting capabilities
Range of Year Experience - Min Year: 1
Range of Year Experience - Max Year: 3 years
Relevant Experience: Minimum 1 year in End User or Desktop Support

Position Summary

The Service Desk Engineer serves as the primary point of contact for employees seeking technical support and service assistance. This is a call-taking role, with the majority of daily responsibilities focused on handling inbound calls, resolving employee issues, and delivering an exceptional customer experience.

The successful candidate will provide first-level support for incidents, service requests, account access issues, and general technology inquiries while adhering to service level agreements (SLAs) and quality standards. This role requires strong communication skills, active listening, problem-solving abilities, and experience working in a fast-paced service desk, call center, or support center environment.

Key Responsibilities

Customer Support & Call Handling

• Serve as the first point of contact for employees contacting the Service Desk.
• Handle inbound calls as the primary support channel.
• Deliver professional, courteous, and efficient customer service during every interaction.
• Utilize active listening skills to understand customer concerns and accurately diagnose issues.
• Provide first-contact resolution whenever possible.
• Maintain a positive and customer-focused attitude while managing consecutive calls throughout the workday.

Incident & Request Management

• Log, categorize, prioritize, and manage incidents and service requests through the ticketing system.
• Troubleshoot and resolve Level 1 support issues related to hardware, software, email, collaboration tools, VPN connectivity, password resets, and account access.
• Escalate complex issues to appropriate support teams while maintaining ownership and communication with end users.
• Ensure all tickets are documented accurately and updated with relevant troubleshooting steps and resolutions.
• Follow established support processes, procedures, and escalation guidelines.

Service Excellence

• Meet or exceed established Service Level Agreements (SLAs), quality targets, and customer satisfaction goals.
• Manage workload effectively to ensure timely resolution of incidents and requests.
• Communicate clearly and professionally with employees at all levels of the organization.
• Provide guidance on self-service resources, knowledge articles, and available support channels.

Knowledge Management & Continuous Improvement

• Contribute to the creation, maintenance, and enhancement of knowledge base articles and support documentation.
• Identify recurring issues and recommend opportunities for process improvement.
• Participate in training activities, testing efforts, and departmental initiatives.
• Support team objectives and contribute to a collaborative and positive work environment.

Compliance & Security

• Adhere to company policies, procedures, and security standards.
• Maintain confidentiality and protect sensitive employee and business information.
• Follow all data privacy, information security, and compliance requirements.

Required Qualifications

• Minimum 1-3 years of experience in a Service Desk, Help Desk, Service Center, Contact Center, Call Center, or Customer Support environment.
• Proven experience handling a high volume of inbound customer or employee support calls.
• Strong verbal and written communication skills.
• Demonstrated ability to provide exceptional customer service in a fast-paced environment.
• Experience using ticketing systems such as ServiceNow, Jira Service Management, Remedy, or equivalent platforms.
• Ability to multitask and navigate multiple applications while assisting customers over the phone.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to work independently and collaboratively within a team environment.

Preferred Qualifications

• Experience supporting enterprise IT environments.
• Knowledge of Microsoft 365, Active Directory, Azure AD, and VPN support.
• Understanding of ITIL Incident and Request Management processes.
• Experience working with workforce management metrics in a service center environment.
• ITIL Foundation Certification or equivalent certification.

Key Competencies

• Customer Focus
• Active Listening
• Communication Skills
• Problem Solving
• Attention to Detail
• Time Management
• Team Collaboration
• Accountability
• Adaptability