Service Desk Support Engineer Infrastructure (L1)

FTE

Hyderabad (Hyderabad)
- Justification
- This requisition is raised to backfill an existing Service Desk Support Engineer position to maintain 24x7 operational coverage, meet SLA commitments, and ensure uninterrupted support for the STACK Infrastructure environment.
- Job Description SummaryThe Service Desk Support Engineer – Infrastructure (L1) serves as the first point of contact for IT incidents and service requests within the STACK Infrastructure environment. The role is responsible for providing first-level technical support, troubleshooting hardware, software, Microsoft 365, Active Directory, Azure AD, VPN, and basic network issues while ensuring SLA compliance and an excellent customer experience. The engineer will also maintain accurate documentation, create and update SOPs and Knowledge Base (KB) articles, follow ITIL best practices, collaborate with L2/L3 support teams, and contribute to continuous service improvement initiatives.
- Job DescriptionPosition Overview




The Service Desk Support Engineer – Infrastructure (L1) is responsible for providing first-level technical support for the STACK Infrastructure setting. The role serves as the Single Point of Contact (SPOC) for end users by managing incidents, service requests, and operational support while ensuring compliance with Service Level Agreements (SLAs), ITIL best practices, and customer service standards.
The engineer will troubleshoot infrastructure and end-user issues, provide timely communication, maintain accurate documentation, create and update Standard Operating Procedures (SOPs) and Knowledge Base (KB) articles, and collaborate with L2/L3 teams to ensure efficient service delivery.
Key Responsibilities
Incident & Service Request Management
- Act as the first point of contact for IT incidents and service requests.
- Log, categorize, prioritize, assign, and resolve tickets using Freshservice or an equivalent ITSM tool.
- Perform first-le

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