? Location: Vaishali Nagar, Jaipur

? Experience: 2–5 Years

? Work Mode: In office

? Employment Type: Full-Time

Job Overview

The Level 1 Service Desk Engineer serves as the primary point of contact for all IT-related technical issues and inquiries. This role is responsible for providing initial troubleshooting, resolving basic software and hardware incidents, and managing user access requests. The ideal candidate will possess excellent communication skills, a customer-first mindset, and a foundational understanding of corporate IT environments.

Department: Networking
Reports To: Networking Head
Employment Type: Full-time, Rotational Shift
Shift Requirements: May require rotational shifts.

Key Responsibilities

Incident Management & Support
First-Line Triage: Serve as the initial contact for user issues via phone, email, chat, and self-service portals.
Ticket Logging: Accurately document, categorize, and prioritize all incoming incidents and service requests within the ITSM tool.
Basic Troubleshooting: Diagnose and resolve standard hardware, software,



and connectivity issues (e.g., VPN, Wi-Fi, local printing).
SLA Compliance: Ensure all tickets are handled and updated within agreed-upon Service Level Agreements (SLAs).
User Access & Administration
Account Provisioning: Manage user accounts, group memberships, and distribution lists using Active Directory and Microsoft 365 and Google Workspace
Identity Management: Perform secure password resets and multi-factor authentication (MFA) token configuration.
Software Deployment: Assist with basic remote software installation and profile updates.
Escalation & Collaboration
Warm Handoffs: Route complex, unresolved, or high-severity issues to Level 2/Level 3 teams with detailed troubleshooting steps already documented.
Major Incidents: Identify and immediately flag critical widespread outages to management following the established notification procedure.
Continuous Improvement
Knowledge Base: Contribute to internal docume

📌 Service Desk Engineer (Jaipur)
🏢 ClickForge
📍 Jaipur