L1Engineer (ITSM)

Qualification: B.E/B.Tech (CSE/ECE/IT)/MCA/MSc (CS)

Desirable Certification : OEM specific user training certifications for ITSM/ITAM tools

Experience : Minimum 2 years’ experience in providing first-level support in IT infrastructure and service desk operations with
- basic understanding of Incident, Request & IT Asset management.
- Ability to raise, update, assign, and escalate service tickets as per SOPs
- Familiarity with ITSM interfaces and portal usage

Responsibilities:
- Monitor ticket queues and dashboards
- Perform initial categorization and assignment of tickets
- Provide basic troubleshooting and resolutions
- Escalate complex and unresolved issues to L2/Team Lead
- Ensure accurate and timely ticket update




- Communicate with users for ticket status and resolution
- Coordinate maintenance activities as per bank’s requirement
- User access reporting to L2
- Provide daily report of device health status and configuration changes
- Provide reports on any alarms/events
- Provide inputs to L2 engineers for issue resolution, consulting, IT infrastructure planning and change management
- Coordinate with service providers, NOC, Data Centre etc. for issue resolution and activities
- Any other work related to the tools as assigned by bank

📌 Engineer - Service Delievery (Chennai)
🏢 Black Box
📍 Chennai