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