Role: Service Desk L1 Engineer

Experience: 2 – 5 Years

Primary Skills

Service Desk, Ticket Handling, O365, Windows, Basic Networking, Customer Support

Job Requirements

- 3+ years of experience in IT Service Desk or Technical Support.
- Basic knowledge of Windows, Microsoft 365, Active Directory, VPN, and network troubleshooting.
- Experience using ITSM tools such as ServiceNow, Remedy, Fresh service, or equivalent.
- Solid communication and customer service skills.
- Ability to prioritize and manage incidents within SLA timelines.

Key Responsibilities

- Receive, log, categorize, and prioritize incidents and service requests.
- Provide first-level technical support for end-user issues.
- Resolve all incidents within L1 scope before escalation.
- Ensure Virtual Agent unresolved cases are handled within agreed SLA timelines.
- Perform initial diagnosis and troubleshooting of hardware, software, and application issues.




- Escalate complex incidents to L2/L3 teams with complete documentation.
- Maintain accurate ticket updates and customer communications.
- Monitor queues and ensure SLA adherence.
- Create and update knowledge base articles and standard operating procedures.
- Document incidents, root causes, workarounds, and resolutions in a structured format.

Preferred Certifications

- ITIL Foundation
- Microsoft Fundamentals (MS-900)
- CompTIA A+

Equal Opportunity Employer

TCS is an equal opportunity employer. All qualified applicants will be considered without regard to race, colour, religion, gender, gender identity, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by applicable law.

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