Senior Engineer - Cloud & Infra Management Job Summary The Service Desk L1 Engineer serves as the first point of contact for ITrelated incidents and service requests The role is responsible for providing initial diagnosis troubleshooting ticket management and customer support while ensuring compliance with service levels and delivering a positive enduser experience Key Responsibilities Incident Management Receive log categorize prioritize and assign incidents through the ITSM tool Perform firstlevel troubleshooting and issue resolution Resolve common hardware software application and accessrelated issues Escalate unresolved incidents to L2L3 support teams Track incidents through to closure and provide regular user updates Service Request Management Handle user service requests including Password resets Account unlocks Distribution list requests Software installation requests Access provisioning Printer and peripheral support Ensure requests are fulfilled within defined SLAs End User Support Provide support via phone email chat and selfservice channels Assist users with Windows operating systems Microsoft Office 365 Outlook Teams VPN connectivity CitrixVDI access Basic network issues Knowledge Management Utilize Knowledge Base articles for issue resolution Document recent solutions and contribute to the knowledge repository Follow standard operating procedures and work instructions Operational Excellence Adhere to Incident Request Problem and Change Management processes Participate in shift handovers and operational reviews Maintain accurate ticket documentation and closure notes Support continuous service improvement initiatives

📌 Senior Cloud and Infrastructure Support Engineer (Coimbatore)
🏢 Larsen u0026 Toubro Infotech Ltd (LTI)
📍 Coimbatore