Associate Engineer

Associate Engineer- Service Desk/ Help Desk

0-1 Experience

24x7 Support

Chennai

• Provide first-level technical support to internal and external customers through phone, email, chat, and ticketing systems.
• Handle inbound customer calls professionally and ensure appropriate logging and documentation of incidents and service requests.
• Create, update, categorize, prioritize, and manage tickets in accordance with defined processes and procedures.
• Perform initial troubleshooting for common hardware, software, network, connectivity, and application-related issues.
• Monitor infrastructure, network, and application alerts using monitoring tools and respond according to established procedures.
• Perform initial analysis and validation of alerts before escalating to the appropriate resolver teams.
• Identify potential service-impacting issues and follow the defined escalation and incident management process.
• Coordinate with internal support teams, engineers, vendors, and other stakeholders to ensure timely resolution of incidents.
• Maintain ownership of assigned tickets and follow up until resolution or appropriate handover.
• Provide timely and accurate updates to customers and internal stakeholders.
• Follow established SOPs, knowledge articles, runbooks, escalation matrices, and troubleshooting procedures.
• Accurately document troubleshooting activities, customer interactions, actions taken, and resolution details in the ticketing system.
• Escalate complex or unresolved issues to Level 2/Level 3 support teams within defined timelines.
• Support queue monitoring and workload management to ensure tickets and alerts are addressed within SLA.
• Participate in shift handovers and ensure proper communication of pending issues and ongoing incidents.
• Assist with identifying recurring issues and contribute to knowledge base documentation and process improvements.
• Follow all information security, compliance, operational, and customer communication guidelines.
• Be willing to work in a 24x7 rotational shift environment, including nights, weekends, and holidays, based on business requirements.