IT Service Desk Support Engineer (L1)

Job description:

Location: Mumbai, India
Experience: Minimum 3 years in IT Service Desk / End User Support
Position Type: Full-time, Onsite (Client Office)

About the Role

We are looking for skilled IT Service Desk Support Engineers with excellent communication skills to provide Level 1 support for a leading organization in Mumbai. The role involves resolving day-to-day IT issues, assisting remote users via Teams/LogMeIn, and ensuring smooth IT operations under defined SLAs.

Key Responsibilities

• Act as the first point of contact for IT-related issues (phone, Teams chat, email, remote support).
• Provide L1 support including:
• Password resets, account unlocks.
• MS Office (Word, Excel, Outlook, PowerPoint) troubleshooting.
• Printing & scanning issues.
• VPN setup and basic connectivity support.
• Email configuration and troubleshooting.
• Company-specific travel request application support.
• Accurately log, track, and update incidents in Jira ticketing system.
• Escalate unresolved issues to the client’s internal IT team (L2/L3).
• Ensure SLA compliance:
• P1 tickets – respond within 5 minutes.
• P2/P3 tickets – respond within 15 minutes.
• Prepare and share daily and monthly reports on support activity.
• Maintain strong professional communication with end-users (legal professionals, partners, staff).
• Adhere to ISO process guidelines and client compliance policies.

Required Skills & Qualifications

• Education: Bachelor’s degree in IT/Computer Science or equivalent.
• Experience: Minimum 3 years in IT Service Desk / End User Support.
• Strong knowledge of:
• Windows OS (10/11) and common applications.
• MS Office Suite and Outlook.
• Remote support tools (Teams, LogMeIn, AnyDesk, TeamViewer).
• VPN & basic networking.
• Excellent communication skills in English (spoken & written).
• Customer-oriented with strong problem-solving skills.
• Ability to work in rotational shifts (7 AM – 11 PM).
• Must be based in or willing to relocate to Mumbai.

What We Offer

• Opportunity to work with a leading organization in a professional environment.
• Structured career path with exposure to enterprise-level IT service delivery.
• Supportive team culture with training and growth opportunities.
• Competitive salary and benefits.