Role & responsibilities

We are looking for an enthusiastic and customer-focused IT Service Desk L1 Engineer to provide first-level technical support to end users. The candidate will be responsible for troubleshooting common hardware, software, network and access-related issues, ensuring timely resolution within defined SLAs.

Key Responsibilities

- Provide L1 technical support to users through calls, emails, chat or ticketing tools.
- Log, categorize, prioritize and manage incidents and service requests.
- Troubleshoot common desktop, laptop, software, printer and peripheral-related issues.
- Provide basic support for Windows OS, MS Office, Outlook, Teams and other business applications.
- Troubleshoot basic LAN, Wi-Fi, VPN and internet connectivity issues.
- Perform basic troubleshooting for IP, DNS, DHCP, ping and network connectivity.
- Handle password reset, account unlock and access-related requests as per defined procedures.
- Monitor tickets and ensure timely resolution as per SLA/TAT.
- Escalate unresolved or complex issues to the appropriate L2/L3 teams.
- Maintain proper documentation of troubleshooting steps and resolution details in the ticketing system.
- Follow defined SOPs, IT policies and security guidelines.




- Coordinate with internal teams, vendors and other support teams whenever required.
- Provide regular updates to users regarding the status of their issues.
- Ensure a positive user experience through professional and effective communication.

Technical Skills

- Basic knowledge of Windows Operating System.
- Basic knowledge of hardware and desktop troubleshooting.
- Basic understanding of Networking LAN, WAN, IP, DNS, DHCP, Wi-Fi and VPN.
- Knowledge of MS Office, Outlook and Teams.
- Familiarity with ServiceNow or any other ITSM/ticketing tool.
- Basic understanding of Incident, Service Request and Escalation Management.
- Good troubleshooting and problem-solving skills.

Desired Skills

- Good verbal and written communication skills.
- Customer-focused approach with good interpersonal skills.
- Ability to troubleshoot issues logically and systematically.
- Willingness to learn and adapt to new technologies and processes.
- Ability to work effectively in a team environment.
- Valuable understanding of SLA and priority-based ticket handling.

Preferred candidate profile

📌 Desktop Support Engineer (Navi Mumbai)
🏢 CIEL HR
📍 Navi Mumbai