Job Description
Associate Engineer- Service Desk/ Help Desk
n0-1 Experience
n24x7 Support
nChennai
n

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



and other stakeholders to ensure timely resolution of incidents.n
- Maintain ownership of assigned tickets and follow up until resolution or appropriate handover.n
- Provide timely and accurate updates to customers and internal stakeholders.n
- Follow established SOPs, knowledge articles, runbooks, escalation matrices, and troubleshooting procedures.n
- Accurately document troubleshooting activities, customer interactions, actions taken, and resolution details in the ticketing system.n
- Escalate complex or unresolved issues to Level 2/Level 3 support teams within defined timelines.n
- Support queue monitoring and workload management to ensure tickets and alerts are addressed within SLA.n
- Participate in shift handovers and ensure proper communication of pending issues and ongoing incidents.n
- Assist with identifying recurring issues and contribute to knowledge base documentation and process improvements.n
- Follow all information security, compl

📌 Associate Engineer (Tamil Nadu)
🏢 CBTS
📍 Tamil Nadu