System Engineer L1

City: Bengaluru, Pune

State/Province: Karnataka, Maharashtra

Posting Start Date: 3/3/26

System Engineer L1

Job Description:

Job Description

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• Excellent communication skills
• Ability to Empathize, pacify and handle Irate Customers with Exceptional communication skills.
• Technical Knowledge in Troubleshooting Base Operating system Issues and eager to learn New Technologies.
• Troubleshooting Windows, Outlook, Teams, Citrix. VDI, VPN, Security App etc. over Remote Support
• Answer incoming calls and respond to customer’s emails in timely manner.
• Manage and resolve customer complaints.
• Identify and escalate issues to supervisors as and when needed.
• Provide product and service information to customers.
• Research required information using available resources and Offer Solution to customers.
• Research, identify, and resolve customer complaints using applicable software.
• Route calls and tickets to appropriate resources and Domains who can best support he user,
• Document all call information according to standard operating procedures.
• Recognize, document, and alert the management team of trends in customer calls.
• Create SOPs for new Issues and resolution given.
• Complete call logs and reports.

Job Description (JD)

Job Title

Desktop Resources / Desktop Support Engineer

Role Summary

The Desktop Resource is responsible for providing end-user IT support through effective troubleshooting, maintenance, and configuration of desktops, laptops, peripherals, and applications. The role ensures timely resolution of incidents and service requests within defined SLAs while maintaining high standards of customer service and communication.

Key Responsibilities

• Provide day-to-day troubleshooting for Incidents and Problems reported by users and ensure timely updates in the ticket logging tool.
• Diagnose and resolve desktop and laptop OS-related issues.
• Perform installation, re-installation, configuration, and troubleshooting of:

• Desktops and laptops
• Printers and scanners
• Approved software and applications
• Email clients

• Graduation (any discipline with IT exposure)
• ITIL Certification - Optional

• 2 - 4 years of relevant experience in Desktop Support / End User Computing

• Experience in administering:
  • Desktops and laptops
  • Servers
  • Printers and peripherals
• Strong troubleshooting skills for:
  • Operating Systems
  • Applications and end-user software
• Hands-on experience with Windows XP / 7 / 8 Client & Server OS.
• Good working knowledge of:
  • Active Directory
  • Group Policies
  • WINS, DNS, DHCP
  • Windows Terminal Server
  • TCP/IP networking
• Knowledge of network infrastructure, including:
  • Hardware and software
  • Ethernet cabling
  • Ports and IP addressing
• Experience with imaging tools such as WDS, Ghost, or equivalent.

• Excellent interpersonal and communication skills with the ability to support VIP users.
• Strong problem-solving and analytical capabilities.
• Proactive mindset with continuous improvement orientation.
• Ability to work under pressure and meet tight deadlines.
• Effective time management and prioritization skills.
• Self-motivated, goal-oriented, and customer-service focused.
• Flexible and adaptable to dynamic work environments.