Service Desk Engineer

Job Description Service Desk Engineer (L1)

Position: Service Desk Engineer – L1

Project/Client: Aditya Birla
Payroll: Fidelis Technology
Location: Kudlu Gate, Bengaluru – Novel Tech Park
Experience: 1.5+ Years
Interview Mode: Face-to-Face
Work Shift: Day Shift – No Night Shift
Working Hours: 9 Hours per day

Job Overview

We are looking for a motivated and customer-focused Service Desk Engineer (L1) to join our IT support team for the Aditya Birla project. The candidate will be responsible for providing first-level technical support to end users, troubleshooting hardware and software issues, and ensuring timely resolution of IT-related incidents and service requests.

The ideal candidate should have good communication skills, hands-on experience in desktop/service desk support, and the ability to troubleshoot common IT issues efficiently.

Key Responsibilities

• Provide L1 technical support to end users through calls, emails, and service requests.
• Troubleshoot and resolve common Windows, desktop, laptop, software, and hardware issues.
• Provide support for Microsoft Outlook and Office 365 applications.
• Troubleshoot email, Outlook configuration, mailbox, and connectivity-related issues.
• Configure and troubleshoot printers and scanners.
• Assist users with system-to-system data transfer and basic file/data migration activities.
• Troubleshoot LAN, network connectivity, Wi-Fi, and basic TCP/IP-related issues.
• Install and configure software, applications, printers, and other peripherals.
• Perform basic user account and access-related troubleshooting.
• Log, update, and track incidents and service requests using the organization's ticketing system.
• Follow up on unresolved incidents and escalate issues to the appropriate L2/L3 teams.
• Maintain proper documentation of troubleshooting steps and resolutions.
• Provide professional and courteous support to end users.
• Follow IT service management processes, security policies, and SLA requirements.

Required Skills

• 1.5+ years of experience in Service Desk, Help Desk, Desktop Support, or IT Support.
• Good knowledge of Windows operating systems and desktop troubleshooting.
• Basic knowledge of Microsoft Office / Microsoft 365 / Outlook.
• Knowledge of Outlook licensing and Microsoft 365 plans is preferred.
• Hands-on knowledge of printer and scanner configuration and troubleshooting.
• Basic understanding of networking concepts such as IP address, DNS, DHCP, LAN, and Wi-Fi.
• Good troubleshooting and problem-solving skills.
• Good verbal and written communication skills.
• Hindi communication is mandatory.
• Ability to interact professionally with users and handle technical issues patiently.
• Willingness to work from the Kudlu Gate, Bengaluru location.

Interview Topics / Technical Knowledge

Candidates should be prepared to answer questions related to:

1. Types of Microsoft Outlook / Microsoft 365 licenses
2. Storage limits/features of Microsoft 365 E1 and E3
3. How to configure and troubleshoot a printer
4. How to configure and troubleshoot a scanner
5. Methods of transferring data from one system to another
6. Basic Windows troubleshooting
7. Outlook and email troubleshooting
8. Network and connectivity troubleshooting
9. Hardware and peripheral troubleshooting
10. Ticketing and incident-management process

Compensation & Other Details

• CTC: 24,100 per month
• Approx. In-Hand Salary: 19,000 per month
• Working Hours: 9 hours
• Shift: Day shift; No night shift
• Interview: Face-to-face
• Interview Location: Kudlu Gate, Novel Tech Park, Bengaluru
• Gender Requirement: Male candidates as specified for this opening

Candidate Profile

Candidates with 1.5+ years of relevant IT Service Desk/Desktop Support experience, strong troubleshooting abilities, good communication skills, and mandatory Hindi language proficiency are encouraged to apply.

Contact Person: Athif
Phone: [phone removed]