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 workplace, including nights, weekends, and holidays, based on business requirements.

📌 Associate Engineer (Chennai)
🏢 CBTS
📍 Chennai