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.
- 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 environment. 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 productive 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-level troubleshooting and strive to achieve First Call Resolution (FCR).
- Escalate unresolved issues to L2/L3 teams with complete troubleshooting details.




- Ensure all tickets are updated with accurate work notes and resolution details.

- Monitor ticket queues and proactively manage ticket aging.
- Meet SLA response and resolution targets.

- End User Support Provide Level 1 support for:

- Windows 10/11 operating systems
- Microsoft 365 (Outlook, Teams, OneDrive, Office applications)
- Active Directory and Microsoft Entra ID (Azure AD)
- Password resets, account unlocks, and user access requests
- VPN connectivity and MFA issues
- Hardware, printers, and peripheral devices
- Basic networking (DNS, DHCP, TCP/IP)

- Email configuration and troubleshooting
- Remote support tools and desktop support
- Monitoring & Operations
- Monitor dashboards, email alerts, and ITSM queues.
- Respond promptly to infrastructure alerts and service notifications.
- Participate in shift handovers and ensure operational continuity.
- Escalate critical issues as per defined procedures.
- Support 24x7 rotational operations as per business requirements.
- Documentation & Knowledge Management
- Create, review, and maintain Standard Operating Procedures (SOPs).
- Develop and update Knowledge Base (KB) articles.
- Maintain troubleshooting guides, process documents, and technical documentation.
- Document known issues, workarounds, and operational procedures.
- Ensure documentation is accurate, current, and follows organizational standards.

- Continuous Service Improvement
- Identify recurring issues and recommend permanent fixes.
- Suggest improvements to Service Desk processes and workflows.
- Identify opportunities for automation and operational efficiency.
- Participate in quality reviews, governance meetings, and knowledge-sharing sessions.
- Customer Service & Compliance
- Deliver qualified, timely, and customer-focused support.




- Maintain regular communication with users throughout the ticket lifecycle.
- Follow ITIL Incident, Service Request, Problem, Change, and Major Incident Management processes.
- Adhere to client security policies, compliance requirements, and organizational standards.
- Maintain complete and audit-ready documentation.
- Required Skills & Qualifications

Technical Skills

- Windows 10/11 Administration

- Microsoft 365 Administration
- Active Directory & Microsoft Entra ID (Azure AD)

- VPN and MFA Support
- Basic Networking (DNS, DHCP, TCP/IP)

- Hardware and Printer Troubleshooting
- Freshservice or ServiceNow (or similar ITSM tools)

- Remote Support Tools

- Basic PowerShell knowledge (preferred)

- Experience
- 2–4 years of experience in IT Service Desk or Infrastructure Support.
- Experience supporting enterprise environments.
- Experience working in a Managed Services environment is preferred.
- Experience in creating and maintaining SOPs, Knowledge Base (KB) articles, and technical documentation.
- Experience working in a 24x7 rotational shift environment.

- Soft Skills
- Excellent verbal and written communication.
- Strong customer service and interpersonal skills.
- Analytical and problem-solving abilities.
- Ownership, accountability, and attention to detail.
- Ability to prioritize tasks and work effectively in a team environment.

- Education
- Bachelor's degree in Computer Science, Information Technology, Electronics, or a related field.

- Preferred Certifications

- ITIL Foundation
- Microsoft Fundamentals (MS-900)
- Azure Fundamentals (AZ-900)

- CompTIA A+ / Network+

- Key Performance Indicators (KPIs)

- SLA Compliance

- First Call Resolution (FCR)
- Mean Time to Resolve (MTTR)

- Ticket Quality Score

- Customer Satisfaction (CSAT)

- Ticket Aging Compliance

- Accurate Ticket Categorization
- SOP & Knowledge Base Contributions

- Documentation Quality

- Shift Handover Compliance

- Process Adherence
- Continuous Service Improvement Contributions

- Work Schedule
- Full-time position
- 24x7 rotational shifts, including weekends and holidays, as per business requirements.

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