D-TechWorks - Service Desk Engineer

Description :

We are hiring for Service Desk Engineer (L1 & L2 Support) - Bangalore

Position : Service Desk Engineer (L1 & L2 Support)

Location : Bangalore

Experience : 2-4 Years

Employment Type : Full-Time

Job Summary :

We are looking for a proactive and customer-focused Service Desk Engineer to provide L1 and L2 technical support for end users across hardware, software, network, and IT infrastructure environments. The candidate will be responsible for troubleshooting technical issues, resolving incidents, managing service requests, and ensuring smooth IT operations with minimal downtime.

Key Responsibilities :

- Provide L1 & L2 technical support for hardware, software, and network-related issues.

- Handle service requests, incidents, and troubleshooting through ticketing tools.

- Monitor, prioritize, and resolve incidents within SLA timelines.

- Support Windows and Linux operating systems.

- Manage user accounts, permissions, and policies using Active Directory.

- Troubleshoot Office 365-related issues including Outlook, Teams, and OneDrive.

- Perform basic Python scripting for automation and troubleshooting tasks.

- Coordinate with internal teams for issue escalation and resolution.

- Maintain proper documentation of incidents, resolutions, and support procedures.

- Ensure high-quality end-user support and customer satisfaction.

- Provide first-level technical support via phone, email, chat, or ticketing system.

- Diagnose and resolve basic hardware, software, printer, network, and login issues.

- Handle password resets, account unlocks, and user access management.

- Install and configure desktops, laptops, printers, and software applications.

- Log, track, and update incidents/service requests in ticketing tools.

- Escalate unresolved issues to L2/L3 teams within SLA timelines.

- Support Microsoft Windows, Outlook, Office 365, VPN, and basic networking issues.

- Coordinate with internal IT teams and vendors for issue resolution.

- Maintain documentation of incidents, solutions, and troubleshooting steps.

- Troubleshoot advanced desktop, application, network, and system-related issues.

- Handle Active Directory, Group Policy, DNS, DHCP, VPN, and remote access support.

- Support Office 365 administration and email troubleshooting.

- Perform system monitoring, patch updates, software deployment, and system maintenance.

- Analyze recurring incidents and provide permanent fixes/root cause analysis.

- Support endpoint security tools, antivirus, and IT compliance activities.

- Assist in server, backup, and network device monitoring.

- Work closely with infrastructure and application teams for issue resolution.

- Ensure adherence to SLA, ITIL processes, and incident management procedures.

Required Skills :

- Service Desk / Technical Support Experience

- Incident & Ticket Management

- Basic Python Scripting

- Windows & Linux Administration

- Active Directory

- Office 365 Support

- Networking Fundamentals

- ServiceNow / Jira / Other Ticketing Tools

Preferred Qualifications :

- Bachelors degree in Computer Science, IT, or related field.

- Good communication and troubleshooting skills.

- Ability to work in rotational shifts if required.

- Certifications such as ITIL, Microsoft, or Linux certifications are an added advantage.