Associate Engineer- Service Desk/ Help Desk

0-1 Experience

24x7 Support

Chennai

- Provide first-level technical support to internal and external customers through phone, email, chat, and ticketing systems.
- Handle inbound customer calls professionally and ensure appropriate logging and documentation of incidents and service requests.
- Create, update, categorize, prioritize, and manage tickets in accordance with defined processes and procedures.
- Perform initial troubleshooting for common hardware, software, network, connectivity, and application-related issues.
- Monitor infrastructure, network, and application alerts using monitoring tools and respond according to established procedures.
- Perform initial analysis and validation of alerts before escalating to the appropriate resolver teams.
- Identify potential service-impacting issues and follow the defined escalation and incident management process.
- Coordinate with internal support teams, engineers, vendors, and other stakeholders to ensure timely resolution of incidents.
- Maintain ownership of assigned tickets and follow up until resolution or appropriate handover.




- Provide timely and accurate updates to customers and internal stakeholders.
- Follow established SOPs, knowledge articles, runbooks, escalation matrices, and troubleshooting procedures.
- Accurately document troubleshooting activities, customer interactions, actions taken, and resolution details in the ticketing system.
- Escalate complex or unresolved issues to Level 2/Level 3 support teams within defined timelines.
- Support queue monitoring and workload management to ensure tickets and alerts are addressed within SLA.
- Participate in shift handovers and ensure proper communication of pending issues and ongoing incidents.
- Assist with identifying recurring issues and contribute to knowledge base documentation and process improvements.
- Follow all information security, compliance, operational, and customer communication guidelines.
- Be willing to work in a 24x7 rotational shift setting, including nights, weekends, and holidays, based on business requirements.

📌 Associate Engineer (Chennai)
🏢 CBTS
📍 Chennai