Service desk Engineer ( L1 Support )

About the Job

As a Service Desk Engineer (L1) , you will provide front-line IT support in a 24x7 managed service desk environment, serving as the first point of contact for end users across multiple time zones. You will focus on delivering a positive user experience through effective communication, accurate ticket management, basic technical troubleshooting, and timely resolution or escalation of incidents and service requests.

You will work closely with L2/L3 support teams while following defined ITIL processes, SLAs, and operational procedures to ensure consistent and high-quality service delivery. What you’ll do Act as the first point of contact for end users through phone, email, and ticketing systems. Provide clear, professional, and empathetic communication throughout the support process.

Log, categorize, prioritize, update, and manage incidents and service requests accurately within the service desk tool. Perform basic Level 1 troubleshooting for common IT issues, including password resets, access issues, hardware problems, and standard application issues. Use knowledge articles, standard operating procedures, and documented workarounds to resolve recurring issues efficiently.

Monitor tickets against defined SLAs and ensure timely resolution or escalation to L2/L3 support teams. Document troubleshooting steps, actions taken, resolutions, and relevant information accurately within tickets. Keep users informed of ticket progress, expected resolution timelines, and any required next steps. Follow up with users to confirm resolution and ensure appropriate ticket closure.

Conduct clear handovers of open and in-progress tickets during shift changes to ensure continuity of support. Identify recurring incidents, service trends, and potential problem areas and highlight them to senior support teams. Create, update, and maintain Knowledge Base articles covering common issues, solutions, and workarounds.

Contribute to service improvement initiatives and help improve service desk processes and documentation. Adhere to ITIL-based service management processes, operational procedures, and service quality standards. What you’ll need Experience in IT service desk, help desk, technical support, or a similar customer-facing IT support environment.

Proven experience handling tickets and supporting users within a service desk operation. Good understanding of incident management and service request management. Strong verbal and written communication skills with a customer-focused approach. Basic knowledge of desktop and laptop troubleshooting. Basic understanding of user account and access management.

Basic knowledge of standard enterprise applications and common IT support issues. Ability to troubleshoot issues systematically using knowledge articles, standard operating procedures, and available support resources. Strong attention to detail and ability to maintain accurate ticket documentation. Ability to prioritize and manage multiple tickets while working within defined SLAs.

Ability to clearly document technical issues, troubleshooting steps, resolutions, and workarounds. Strong problem-solving and analytical skills with the ability to identify when escalation is required. Ability to work effectively with L2/L3 support teams and other technical stakeholders. Ability and willingness to work rotational 24x7 shifts, including nights, weekends, and public holidays.

Comfortable supporting users across multiple time zones in a managed service environment. Customer-focused mindset with a strong commitment to service quality and user satisfaction. ITIL Foundation certification. Prior experience working in a 24x7 managed service desk environment. Exposure to enterprise ITSM and ticketing tools.

Experience working with Knowledge Base and self-service documentation. Familiarity with SLA-driven service desk operations and ITIL-based processes. Awareness or knowledge of IT security best practices as defined by ISO/SOC or similar (Mandatory for all roles). Why Aspire In addition to a competitive long-term total compensation package with salary and performance-based bonus, we have a reward philosophy that goes beyond compensation.

Be part of a remote-first organization where flexibility is embraced. Work and learn alongside talented engineers and technology leaders. Explore opportunities to learn and grow through technical and non-technical training programs. Gain global exposure by working on products with international teams and clients. Attend virtual and in-person international technology conferences to expand your knowledge and network.

Nursery reimbursement benefit and Aspire Wellness Program. Exposure to working in an IT environment that adheres to rigorous security and compliance standards defined by ISO / SOC.