Service Desk Engineer

# Service Desk L1 Support Engineer ## Company Overview Information regarding the company, industry, and culture is not specified. ## Job Summary The Service Desk L1 Support Engineer will provide first-level support to users, focusing on resolving primary password or application access-related issues. This role is essential for maintaining operational efficiency by monitoring infrastructure and business applications. ## Responsibilities - Receive and manage calls via the In-Contact center tool. - Provide Level 1 support for password and application access issues. - Escalate unresolved issues to the respective teams when necessary. - Utilize ServiceNow, Active Directory, Citrix Workspace, and Remote Assist tools effectively. - Monitor infrastructure and critical business applications using Dynatrace and Splunk. - Conduct initial troubleshooting and triage based on provided runbooks. ## Qualifications - Familiarity with **ServiceNow**, **Active Directory**, **Citrix Workspace**, **Remote Assist** tool, and **Windows Servers**. - Experience in monitoring tools such as **Dynatrace** and **Splunk**. - Strong troubleshooting skills. - Excellent communication skills, both verbal and written. - Ability to work in a fast-paced environment and manage multiple tasks. - Commitment to customer service excellence. ## Preferred Skills - Previous experience in a service desk or technical support role. - Knowledge of ITIL framework. ## Experience - Relevant experience in IT support roles is preferred, but specific years of experience are not specified. ## Environment - The role may require working across different shifts: - Shift 1: 5:30 AM - 2:30 PM - Shift 2: 12:30 PM - 9:30 PM - Night shifts on weekends and US public holidays: 8:30 PM - 5:30 AM - There will be no shift allowance for this position. - The job may be based in any Mastek location. ## Salary Salary information is not specified. ## Growth Opportunities Opportunities for career advancement have not been provided. ## Benefits Information regarding benefits is not specified.