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 qualified 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 current 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