Act as the first point of contact for end users to provide IT support and manage incidents through ticketing systems. Maintain accurate documentation, follow ITIL processes, and ensure timely resolution or escalation of service requests.
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.
Whatyou’lldo
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.
“I was the first applicant for a remote marketing position that got listed on the company website the same day I applied. Had an interview within 48 hours!”
— Sarah J.
·
Marketing Manager
★★★★★
Verified
