Service Desk Support Engineer-L1

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