D-TechWorks - Service Desk Engineer - Technical Support

About the Role :

We are looking for enthusiastic and technically skilled Service Desk Engineers (L1 & L2 Support) to join our IT support team. The ideal candidate should have hands-on experience in handling end-user support, incident management, troubleshooting, and basic scripting knowledge in Python for automation and operational support activities.

Key Responsibilities :

L1 Support Responsibilities :

2. Handle user queries via calls, emails, chats, and ticketing tools.

3. Log, categorize, prioritize, and track incidents/service requests.

4. Troubleshoot desktop, laptop, printer, VPN, email, and access-related issues.

5. Escalate unresolved issues to L2/L3 teams as per SLA guidelines.

6. Maintain accurate documentation of incidents and resolutions.

7. Support onboarding/offboarding activities and user account management.

L2 Support Responsibilities :

2. Analyze recurring incidents and provide permanent fixes/workarounds.

3. Monitor system alerts, service availability, and operational dashboards.

4. Work with internal teams for issue resolution and root cause analysis (RCA).

5. Create and maintain automation scripts using basic Python.

6. Assist in patch management, software deployments, and system maintenance activities.

7. Ensure adherence to ITIL processes and SLA compliance.

Required Skills :

2. Basic knowledge of Python scripting

3. Experience with Windows/Linux environment

4. Familiarity with Active Directory, VPN, Outlook, Office 365

5. Understanding of ticketing tools such as ServiceNow, Jira, Remedy, Zendesk, etc.

6. Basic networking knowledge (IP, DNS, DHCP, VPN)

7. Knowledge of incident management and troubleshooting methodologies

8. Good communication and customer-handling skills.