About the Role
The L1 Service Engineer is the first point of contact for all IT requests and incidents. The role covers logging, triaging, and resolving common issues, fulfilling standard service requests, and escalating to L2 with complete information when an issue is beyond first-line scope.
Key Responsibilities
• Act as the first point of contact for IT support via phone, email, chat, and walk-up, and log every request in the ticketing system.
• Categorize, prioritize, and resolve common incidents within SLA, following documented SOPs and knowledge base articles.
• Escalate unresolved tickets to L2 with transparent symptoms, steps already tried, and relevant logs or screenshots.
• Provide basic troubleshooting for Windows/macOS laptops and desktops, printers, peripherals, and common business applications.
• Handle standard M365 requests: password resets, MFA registration help, mailbox and Teams access, and Outlook/OneDrive issues.
• Perform routine

📌 IT Service Engineer (Bengaluru)
🏢 Rayvector Technologies
📍 Bengaluru