Engineer - Cloud & Infra Management

Service Desk Engineer L1 Support P1

Location: Frisco, TX (5 days Onsite)

Experience

0 to 2 Years

Role Summary

The Service Desk Engineer will serve as the first point of contact SPOC for enduser IT support requests The resource will be responsible for logging categorizing troubleshooting and resolving incidents and service requests while ensuring adherence to defined SLAs and ITIL processes This position requires strong customer service skills basic technical knowledge and the ability to work in a fastpaced support environment

Key Responsibilities

• Provide Level 1 support for hardware software network and applicationrelated issues
• Receive and manage support requests through phone email chat and ticketing tools
• Log categorize prioritize and track incidentsservice requests in ITSM tools such as ServiceNow
• Perform firstlevel troubleshooting and resolve common user issues
• Escalate unresolved incidents to appropriate Level 2Level 3 support teams
• Monitor ticket queues and ensure SLA compliance
• Support user account management activities including password resets and account unlocks
• Assist with Microsoft Windows Office 365 Outlook Teams VPN and printerrelated issues
• Maintain accurate documentation of incidents resolutions and knowledge base articles
• Communicate effectively with users regarding incident status and resolution timelines
• Participate in shift handovers and daily operational reviews
• Follow ITILbased Incident Request and Problem Management processes

Required Skills

• Basic knowledge of Windows Operating Systems
• Understanding of Microsoft Office 365 applications
• Familiarity with Active Directory user administration
• Basic networking concepts LAN WAN DNS DHCP VPN
• Experience or exposure to ITSM tools such as ServiceNow
• Understanding of ticket lifecycle and SLA management
• Good verbal and written communication skills
• Strong customer service and troubleshooting aptitude