Job Title

L1 IT Service Desk EngineerLocation : HyderabadKey Responsibilities- Incident Management & Support - Provide responsive first-level support for hardware, software, cloud, and network issues via phone, email, chat, and self-service portals. - Accurately triage, document, and resolve incidents and service requests using modern ITSM/ticketing tools (e.g., ServiceNow, Jira, Freshservice). - Escalate complex issues to L2/L3 teams as per defined SLAs. - Monitoring & Automation - Monitor infrastructure, applications, and security alerts using NOC tools, SIEM, EDR, and cloud-native monitoring platforms (e.g., Datadog, Zabbix or Dynatrace). - Respond to alerts, perform basic troubleshooting, and initiate automated remediation scripts where applicable. - Support proactive problem detection using AI-driven analytics and predictive tools. - User Experience & Self-Service - Effective communication with situations handling and problem solving midset. - Contributes to the development and maintenance of knowledge base content. - Security & Compliance - Identify and escalate security threats, vulnerabilities, and incidents. - Support compliance initiatives (e.g., ISO 27001) and follow best practices such as Change, Incident and Problem Management. - Asset & Access Management - Maintain accurate IT asset records, manage inventory, and coordinate with vendors. - Support onboarding/offboarding processes, ensuring timely provisioning and deprovisioning of access. - Continuous Improvement - Participate in process improvement initiatives, automation projects, and regular training to stay current with emerging technologies (AI, automation, cloud, cybersecurity).Requirements:- Bachelor’s degree in IT, Computer Science, Networking, or a related field. - 1-2 years of experience in IT service desk / NOC environment. - Basic understanding of networking, cloud computing, and IT infrastructure. - Ability to work independently under pressure, adapt to new technologies quickly, and operate effectively in a multinational team. - Willingness to work in a 24x7 shift rotation, including weekends and holidays. - Strong communication skills, problem-solving abilities, and a proactive approach to customer service. - Familiarity with ISO 27001 / ITIL compliance and experience working with foreign clients is a plus. - Commitment to following company policies and upholding the highest ethical standards. - Salesforce and Slack administration certifications will be an added advantage.