L1 Engineer JD

The L1 engineer should have a problem-solving attitude along with the ability to give clear technical
instructions to users and also be familiar with remote troubleshooting techniques.

Responsibilities:

Call Logging

 Receive incidents, service requests, queries, change requests from Disprz End Users through
one of the agreed modes for communication.
 Log tickets in Manage Engine ITSM tool on behalf of users calling service desk over
phone/email.
 Log Tickets with the correct category, severity, problem description, user information.

First Level Support

 Provide Level 1 support for all End User issues pertaining to specific Disprz issues (incidents
and service requests)
 Address user tickets regarding hardware, software, and networking. Acts as the routine
contact point, receiving and handling requests for support.
 Responds to a broad range of service requests for support by providing information to fulfill
requests or enable resolution.
 Provides first line investigation and diagnosis and promptly allocates unresolved issues as
appropriate resolver group within Disprz.
 Ask targeted questions to diagnose problems.
 Guide users with simple, step-by-step instructions.
 Conduct remote troubleshooting.
 Direct unresolved issues to the next level of L2 & L3 support.
 Follow up with users to ensure their systems are functional.

Incident Management

 Receives and handles requests for service, following agreed procedures.

 Promptly allocates calls as appropriate.
 Logs incidents and service requests and maintains relevant records.
 Identifies and classifies incident types and service interruptions.
 Records incidents cataloging them by symptom and resolution.
 Systematically interprets user problems and identifies solutions and possible side effects.
 Uses experience to address user problems and interrogates database for potential solutions.
 Escalates complex or unresolved incidents to L2/L3 teams.
 Records and tracks issues from outset to conclusion.
 During change, acts systematically to respond to day by day operational needs and react to
them, avoiding service disruptions and maintaining coherence to (SLA) and information
security requirements.
 Responds to common requests for service by providing information to enable fulfilment.
 Promptly allocates unresolved calls as appropriate.
 Maintains records, informs users about the process and advises relevant persons of actions
taken.
 Assists with the development of standards, and applies these to track, monitor, report,
resolve or escalate issues.
  Support other team members in day to activities; support the IT leadership in developing the
process and procedures; training co-workers and support team on the system functionalities
and workflows as assigned.
 Perform other duties and responsibilities for which the individual is qualified, as requested
by Team Leader/Service Delivery Manager.

Escalation

 Escalate issues/tickets which are going beyond the service levels.

 Escalate issues pertaining to vendors non-performance or delays.
 Escalate issues pertaining to users non-availability or non-cooperation.
 Escalate user complaints to the appropriate management staff for further action.
 Track all the issues and send status updates on the progress.

User Notification

 Notify the users on the ticket with information on who is working on the ticket and the
status of the ticket.
 Notify the users on any outage in the data centres which may cause unavailability of a
service for the end users.

Reporting and Documentation

 Provide periodic updates on the status of the tickets to the end users
 Prepare MIS for the tickets
 Extract agreed and ad-hoc reports from the Manage Engine Service Desk tool and send it to
the concerned groups/upload in the reporting portal
 Maintain all the documents up-to-date in the reporting portal.
 Maintain up-to-date information on the user contacts, vendor contacts, management
contacts, SLA matrix, Severity and categorization matrix.

Qualifications & Experience

 Bachelor’s degree in computer science or information technology or B.Sc

 MCSE and ITIL Foundation certification.
 Minimum 3 years work experience as a L1 support engineer or support technician in an
enterprise customer environment (1000+ users)
 Advanced knowledge of end user devices and any mobile applications.
 Strong Knowledge of Windows 10 operating systems or higher, MS Office software
applications, and remote connection systems.
 Knowledge of ITSM tools such as Manage Engine would be an advantage.
 Excellent trouble shooting skills.
 Excellent interpersonal skills.
 Good written and verbal communication skills.
 Excellent problem-solving skills and Documentation Skills.
 Proven customer service skills.
 Familiarity with Information Technology Infrastructure Library (ITIL) methodologies.
 Good communication skills (Verbal & Written) and ability to work within a 24x7 support
environment.