Job Description
L1 Engineer (ITSM)
Job Description
Qualification : B.E/B.Tech (CSE/ECE/IT)/MCA/MSc (CS)
Desirable Certification : OEM specific user training certifications for ITSM/ITAM tools
Experience : Minimum 2 years’ experience in providing first-level support in IT infrastructure and service desk operations with
+ basic understanding of Incident, Request & IT Asset management.
+ Ability to raise, update, assign, and escalate service tickets as per SOPs
+ Familiarity with ITSM interfaces and portal usage
Responsibilities :
+ Monitor ticket queues and dashboards
+ Perform initial categorization and assignment of tickets
+ Provide basic troubleshooting and resolutions
+ Escalate complex and unresolved issues to L2/Team Lead
+ Ensure accurate and timely ticket update
...
Job Description
Qualification : B.E/B.Tech (CSE/ECE/IT)/MCA/MSc (CS)
Desirable Certification : OEM specific user training certifications for ITSM/ITAM tools
Experience : Minimum 2 years’ experience in providing first-level support in IT infrastructure and service desk operations with
+ basic understanding of Incident, Request & IT Asset management.
+ Ability to raise, update, assign, and escalate service tickets as per SOPs
+ Familiarity with ITSM interfaces and portal usage
Responsibilities :
+ Monitor ticket queues and dashboards
+ Perform initial categorization and assignment of tickets
+ Provide basic troubleshooting and resolutions
+ Escalate complex and unresolved issues to L2/Team Lead
+ Ensure accurate and timely ticket update
...