Service Desk Engineer

Job Description

Job Title: Service Desk Engineer – L1/L2 Support
Job Location

Chennai

Work Mode

Work From Office (WFO)

Notice Period

Immediate Joiners or Candidates with Less Than 30 Days Notice Period Preferred

Experience Required

1 – 4 Years

Job Summary

We are looking for a skilled and customer-focused Service Desk Engineer – L1/L2 Support to join our IT support team. The ideal candidate will serve as the first point of contact for IT and application-related support requests and provide efficient troubleshooting and issue resolution across enterprise IT environments.

This role involves handling a high volume of support tickets through multiple communication channels while ensuring excellent customer experience and first-contact resolution.

Role Summary
Handle approximately 2,400 support tickets per month
Provide support through:
Chat
Email
Phone
Microsoft Teams Universal Bot
Deliver timely and effective L1/L2 technical support services
Key Responsibilities
Provide L1/L2 support for:
Microsoft 365 (M365)
Azure Active Directory (Azure AD)
Endpoint and device-related issues
Log, categorize, prioritize, and resolve incidents/service requests as per SOPs
Escalate unresolved or recurring issues to:
Command Center
L3 Support Teams
Contribute to:
Knowledge Base Documentation
AI-Ops Automation Opportunity Identification
Ensure high levels of:
First-Contact Resolution
Customer Satisfaction
Service Quality
Collaborate with internal IT teams for issue resolution and service improvement
Required Skills & Technologies
Technical Skills
Microsoft 365 (M365)
Azure Active Directory (Azure AD)
Microsoft Intune
Windows 10 / Windows 11
Endpoint Troubleshooting
Ticketing & Service Management Tools
TeamDynamix
ServiceNow
Required Qualifications
1 to 4 years of experience in IT Service Desk / Technical Support roles
Strong troubleshooting and analytical skills
Good understanding of enterprise IT support processes
Excellent communication and customer service skills
Ability to manage multiple tickets and prioritize tasks effectively
Strong documentation and problem-solving abilities
Why Join Us?
Opportunity to work in a fast-paced enterprise IT support environment
Exposure to modern Microsoft cloud and endpoint technologies
Collaborative work culture with learning opportunities
Hands-on experience with enterprise ticketing and ITSM platforms
How to Apply

Interested candidates can share their updated resume to:

📧 gayathri.arunagiri@movate.com