Key Responsibilities

- Provide L1 technical support for desktops, laptops, printers, network connectivity, and other IT infrastructure.

- Monitor network and security infrastructure and identify alerts or service disruptions.

- Troubleshoot basic LAN/WAN, Wi-Fi, Internet and connectivity-related issues.

- Perform basic troubleshooting of switches, routers, firewalls and access points.

- Support user onboarding/offboarding, system configuration and basic access-related requests.

- Troubleshoot Windows OS, Microsoft 365, email, applications and endpoint-related issues.

- Assist with installation, configuration and maintenance of IT hardware and software.

- Monitor endpoint/security alerts and escalate incidents as per defined procedures.

- Perform basic checks on antivirus/EDR and other security solutions.

- Log, update and track incidents and service requests through the designated ticketing system.

- Maintain proper documentation of incidents, troubleshooting steps and resolutions.

- Follow defined SOPs, escalation matrix and SLA requirements.

- Coordinate with L2/L3 support teams, OEMs and other service providers whenever required.

- Maintain an inventory of IT assets and support documentation.

- Provide regular updates on open incidents and pending issues to the reporting manager/customer SPOC.

Required Technical Skills

- Good understanding of TCP/IP, DNS, DHCP, LAN/WAN and Wi-Fi.

- Basic knowledge of network switches, routers, firewalls and VPN.





- Hands-on experience with Windows operating systems and Microsoft 365.

- Basic understanding of endpoint security, antivirus/EDR and security best practices.

- Basic troubleshooting skills for hardware, software and network issues.

- Familiarity with IT ticketing/helpdesk systems.

- Good understanding of incident management and escalation processes.

Desired Skills

- Experience in an enterprise IT support / NOC / helpdesk environment.

- Exposure to network/security monitoring tools.

- Knowledge of any firewall platform such as Sophos, SonicWall, Fortinet, Cisco, etc.

- ITIL Foundation or relevant networking certification such as CCNA would be an advantage.

Soft Skills

- Strong troubleshooting and problem-solving approach.

- Good verbal and written communication.

- Ability to interact professionally with end users and customer teams.

- Good documentation and reporting skills.

- Ability to work independently as well as with remote L2/L3 teams.

- Willingness to learn and work in a customer-facing setting.

Key Performance Areas

- Timely response and resolution of L1 incidents.

- Adherence to agreed SLA and escalation timelines.

- Effective monitoring and identification of infrastructure issues.

- Accurate ticket updates and documentation.

Reduction of recurring incidents through proper troubleshooting and escalation

Pay: ₹8,900.00 - ₹40,000.00 per month

Benefits

- Provident Fund

Work Location: In person

📌 Desktop Support Engineer (Bengaluru)
🏢 TalentNest Solutions
📍 Bengaluru