Service Desk Engineer (L1)

Job Description

Role : Service Desk Engineer
Location : San Jose, CA ( Onsite)
Type: Contract

JD :
The engineer will log, categorize, prioritize, and manage incoming incidents and service requests received via phone, email, and chat channels.
The engineer will provide first-level technical support for password resets, account access issues, software installation and configuration, and basic troubleshooting of operating systems and applications.
The engineer will communicate clearly and professionally with end users and provide timely updates on ticket status and resolution progress.
The engineer will escalate unresolved or complex issues to L2 support teams or appropriate resolver groups within defined timelines.
The engineer will create, update, and maintain knowledge base articles and solution documentation, contributing a minimum of five knowledge articles per week to support knowledge sharing and shift-left initiatives.
The engineer will ensure all tickets are resolved within agreed Service Level Agreements and will follow up with users to confirm resolution and satisfaction.
The engineer will identify, prioritize, and resolve compliance-related tickets within five working days.
The engineer will provide hands-on support for Microsoft OneDrive, Intune, Teams, and O365 applications, as well as macOS platforms including Mojave, High Sierra, and Catalina
. The engineer will perform remote software installations and provide basic endpoint support.
The engineer will demonstrate working knowledge of SCCM at a basic level, along with VPN technologies and fundamental networking concepts.
Qualifications & Required Skills
The candidate must hold a bachelor’s degree in computer science, Information Technology, or a related field.
IT-related certifications such as CompTIA A+ are considered an advantage.
The candidate must have a minimum of five years of experience in a technical support or service desk role.
Strong verbal and written communication skills with excellent customer-handling abilities are required.
The candidate must demonstrate proven problem-solving and analytical skills.
Experience in PC support, basic networking concepts, and Microsoft productivity tools such as MS Office and Outlook are required.
The candidate must have a basic understanding of Windows and macOS operating systems.
Familiarity with IT service management concepts and operational frameworks such as ITIL are required.
The candidate must be comfortable working in a 24/7 shift-based environment and capable of handling multiple tasks in a fast-paced setting.
The ideal candidate will be self-motivated, detail-oriented, and committed to delivering high-quality customer support.