IT Service Desk Engineer (Jr-L1)

Overview

• Actively monitor IT dashboards such as Grafana, Prometheus, ELK, or SIEM tools.
• Detect and log alerts, anomalies, or system events in the incident management system.
• Perform initial triage and basic troubleshooting as per SOPs.
• Escalate unresolved or critical issues to L2/L3 SMEs within defined SLA timelines.
• Maintain accurate incident logs, updates, and resolution notes.
• Check server and application health using predefined scripts and monitoring tools
• Restart basic services or processes as instructed in SOPs
• Assist in routine checks (backups, patching status, server availability, endpoint monitoring).
• Verify deployment or scheduled jobs completion and escalate failures.
• Monitor SIEM dashboards for potential threats or security alerts.
• Log suspicious events and escalate to SOC analysts.
• Follow basic cybersecurity incident playbooks.
• Work closely with DevOps, Network, and Security teams to ensure smooth escalation and knowledge sharing.
• Update SOPs, knowledge base articles, and shift handover logs regularly
• Work in shift rotations to ensure 24/7 coverage.