24x7 L1 Support Engineer
Core
Provide 24x7 first-level technical support for desktops, laptops, peripherals, printers, standard applications, and network connectivity in critical business and public-facing environments.
Role type
L1 Support Engineer (Service Desk)
Builds
High service availability and positive end-user experience for global enterprises and public sector organizations
Domain
IT Operations / Managed Infrastructure Services
Deliverable
client delivery
Required skills
troubleshooting hardware/software/network issues, incident logging and prioritization, ticketing systems (ServiceNow/Jira), Microsoft Windows environments, basic SQL, shift work adaptability
Preferred skills
ITIL/ITSM processes, mission-critical environment support, Microsoft 365 administration, reporting tools (Excel/Power BI), scripting/automation
Technologies
ServiceNow, Jira, Microsoft Windows, Microsoft 365, SQL, Unix/Linux
Responsibilities
Diagnose and resolve L1 incidents, escalate complex issues, maintain incident records and shift handovers, respond to outages, coordinate with internal/external teams, participate in 24x7 rotating shifts
Seniority
Junior, hands-on IC
