Service Desk Engineer - Contract role
- Mastek
- 3 - 6 years
- Noida, Gurugram
- 4 months ago
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Job Description
Greetings from Mastek!
We are seeking a Service Desk - L1 Support Engineer on Contract. This is going to be a Direct Contract with Mastek.
Sharing below Job Description, please apply if you are interested.
Job Title: Service Desk L1 Support Engineer (Contract - 8 Months)
Contract Duration: 8 months
Start Date: We are looking for immediate joiner.
Shift Timings:
- Shift 1: 05:30 AM 02:30 PM
- Shift 2: 12:30 PM 09:30 PM
- Night Shift (Weekends & US Public Holidays): 08:30 PM 05:30 AM
Job Summary:
We are seeking a skilled and motivated Service Desk L1 Support Engineer to join our team on an 8-month contract basis. This role is critical in providing first-line technical support, focusing on password resets, application access, and initial troubleshooting of infrastructure and business-critical applications. The ideal candidate will have hands-on experience with ServiceNow, Active Directory, Citrix Workspace, and monitoring tools such as Dynatrace and Splunk.
Key Responsibilities:
- Provide L1 support via In-Contact Centre tool, handling incoming calls related to password resets and application access issues.
- Perform initial troubleshooting and triage following runbooks for incidents related to infrastructure and critical business applications.
- Monitor system health and application performance using Dynatrace and Splunk dashboards.
- Utilize tools such as ServiceNow, Active Directory, Citrix Workspace, and Remote Assist for issue resolution.
- Escalate complex issues to the appropriate L2 or specialized support teams when necessary.
- Maintain accurate documentation of incidents and resolutions within the ticketing system.
- Ensure timely and effective communication with end-users and internal teams.
Required Skills & Qualifications:
- Proven experience in Service Desk or L1 support roles.
- Proficiency with ServiceNow ticketing system.
- Working knowledge of Active Directory management.
- Familiarity with Citrix Workspace and Remote Assist tools.
- Experience monitoring infrastructure and applications using Dynatrace and Splunk.
- Basic understanding of Windows servers and their troubleshooting.
- Strong communication and customer service skills.
- Ability to work in any of the designated shifts, including night shifts on weekends and US public holidays.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: ContractContact Details:
Company: MastekLocation(s): Noida, Gurugram
Keyskills: Citrix Servicenow Service Desk Active Directory
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