Service Desk Support Engineer-L1

Company Description Krish helps our customers reach their technology goals by putting their success first and building lasting and effective relationships. Krish offers the best value to its customers by using the right technology, right people, and right costs, backed by our consultants' experience and integrity and our tailored delivery processes.

Job Summary We are looking for a customer-focused Service Desk L1 Support Engineer with 1–2 years of experience to provide first-level technical support and monitoring for managed services and OpenText applications. The role involves responding to alerts, managing incidents through the ticketing system, following SOPs, and coordinating with L2 teams for escalation when required. The ideal candidate should have excellent verbal and written communication skills, a strong customer-service mindset, and the ability to handle alerts, tickets, and service requests efficiently while following defined operational procedures.

Key Responsibilities • Monitoring & Alert Management • Monitor alerts received via phone calls, email notifications, and monitoring tools. • Track alerts and incidents using the Autotask ticketing platform. • Acknowledge alerts and create/update incident tickets according to defined processes. • Perform initial triage and troubleshooting based on SOPs and runbooks. • Escalate issues to L2 engineers or team leads as per the escalation matrix. • Maintain technical documentation, SOPs, and knowledge base articles.

Incident & Ticket Management • Manage service requests and incidents through AutoTask. • Ensure timely updates and resolution tracking according to SLAs. • Maintain clear communication with stakeholders and users during incidents. • Document troubleshooting steps and resolution notes in tickets.

Application & Managed Services Support • Provide first-level support for OpenText applications and Managed Services environments. • Access and update information within Autotask (Professional access level – read, write, update). • Monitor system alerts and report issues to L2 engineers when required. • Follow documented SOP workflows and operational diagrams during incident handling.

Documentation & Knowledge Management • Follow existing SOPs, runbooks, and KT documentation. • Utilize the knowledge repository for troubleshooting and operational procedures. • Update documentation when required and provide feedback to improve runbooks. • Participate in Knowledge Transfer sessions during onboarding.

Stakeholder & Escalation Management • Work closely with L2 Engineers and Team Leads for issue resolution. • Follow the defined escalation matrix (L1 → L2 → Team Lead → Director). • Use Microsoft Teams notifications and direct calls for critical escalations. • Maintain professional communication with external users and internal teams.

Required Skills & Qualifications • 1–2 years of experience in Service Desk / Technical Support / Managed Services. • Excellent verbal and written communication skills, with the ability to interact professionally with internal teams and external users. • Experience working with ticketing systems (AutoTask preferred). • Basic understanding of incident management and IT service processes. • Ability to follow SOPs, runbooks, and operational workflows. • Familiarity with monitoring alerts and incident triage. • Strong customer-service orientation and problem-solving skills. • Exposure to cloud platforms such as AWS or Microsoft Azure will be an added advantage. • Ability to work in a rotational shift environment.

Technical Skills • Ticketing System: AutoTask • Alerting Tools: xMatters • Communication Tools: Outlook, Microsoft Teams • Cloud Platforms: Basic knowledge or exposure to AWS or Microsoft Azure • Basic knowledge of application support and managed services environments