Associate Engineer

Job Description

Associate Engineer- Service Desk/ Help Desk

0-1 Experience

24x7 Support

Chennai

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• Provide first-level technical support to internal and external customers through phone, email, chat, and ticketing systems.
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• Handle inbound customer calls professionally and ensure appropriate logging and documentation of incidents and service requests.
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• Create, update, categorize, prioritize, and manage tickets in accordance with defined processes and procedures.
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• Perform initial troubleshooting for common hardware, software, network, connectivity, and application-related issues.
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• Monitor infrastructure, network, and application alerts using monitoring tools and respond according to established procedures.
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• Perform initial analysis and validation of alerts before escalating to the appropriate resolver teams.
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• Identify potential service-impacting issues and follow the defined escalation and incident management process.
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• Coordinate with internal support teams, engineers, vendors, and other stakeholders to ensure timely resolution of incidents.
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• Maintain ownership of assigned tickets and follow up until resolution or appropriate handover.
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• Provide timely and accurate updates to customers and internal stakeholders.
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• Follow established SOPs, knowledge articles, runbooks, escalation matrices, and troubleshooting procedures.
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• Accurately document troubleshooting activities, customer interactions, actions taken, and resolution details in the ticketing system.
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• Escalate complex or unresolved issues to Level 2/Level 3 support teams within defined timelines.
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• Support queue monitoring and workload management to ensure tickets and alerts are addressed within SLA.
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• Participate in shift handovers and ensure proper communication of pending issues and ongoing incidents.
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• Assist with identifying recurring issues and contribute to knowledge base documentation and process improvements.
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• Follow all information security, compliance, operational, and customer communication guidelines.
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• Be willing to work in a 24x7 rotational shift environment, including nights, weekends, and holidays, based on business requirements.
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