L1 Service Desk Engineer

Pune - India

Monthly Salary: Not Disclosed

Posted on: 2 hours ago

Vacancies: 1 Vacancy

Job Summary

Who are we

Fulcrum Digital is an agile and next-generation digital accelerating company providing digital transformation and technology services right from ideation to implementation. These services have applicability across a variety of industries including banking & financial services insurance retail higher education food healthcare and manufacturing.

Job Summary

We are seeking a Level 1 Service Desk Engineer to provide ticket triaging and coordination support for the Infrastructure Support project. The engineer will manage and triage infrastructure-related tickets through ServiceNow ensuring proper categorization documentation and escalation to the appropriate resolver groups.

The role will involve basic support and triaging of Azure cloud infrastructure issues ensuring tickets are properly routed to the relevant engineering teams while maintaining SLA compliance.

Key Responsibilities

Ticket Management

Acknowledge and log incoming incidents and service requests in ServiceNow.
Validate ticket details including requester information category priority impact and urgency.
Ensure tickets are properly documented and updated throughout the lifecycle.

Ticket Triaging

Perform initial assessment of infrastructure and application-related incidents.
Categorize and route tickets to the correct support groups.
Collect necessary information including logs screenshots and user-reported steps.

Azure Infrastructure Awareness

Perform basic triaging of issues related to Microsoft Azure services.
Identify common Azure infrastructure alerts such as:

Virtual Machine availability
Resource access issues
Network connectivity alerts

Escalate Azure-related incidents to L2 cloud support teams with proper documentation.

Escalation & Coordination

Escalate tickets to Level 2 (L2) or the relevant resolver group when required.
Ensure complete troubleshooting notes and supporting details during escalation.
Coordinate with internal infrastructure and cloud support teams.

SLA Monitoring

Monitor ticket queues and ensure SLA compliance.
Follow up with resolver teams on aging or pending tickets.

User Communication

Provide regular updates to users regarding ticket progress.
Request additional details when required.
Confirm resolution before ticket closure.

Required Skills

Primary Skills

Experience with ServiceNow
IT Service Desk / L1 Support
Incident Management and Ticket Triaging
Basic knowledge of Microsoft Azure
Understanding of ITIL processes (Incident Request SLA)

Secondary Skills

Basic Azure infrastructure understanding (VMs storage networking)
Windows OS troubleshooting
Active Directory user management (password reset account unlock)
Basic networking knowledge (DNS VPN connectivity)
Monitoring tools exposure
Strong documentation and communication skills

Preferred Qualifications

Bachelors degree in Computer Science IT or related field
ITIL Foundation certification (preferred)
Basic Azure certification such as Microsoft Azure Fundamentals (AZ-900) is a plus
Experience working in managed services or infrastructure support environments

Key Competencies

Strong analytical and troubleshooting mindset
Excellent verbal and written communication
Ability to manage multiple tickets efficiently
Good coordination with cross-functional infrastructure teams

Required Skills:

Who are we Fulcrum Digital is an agile and next-generation digital accelerating company providing digital transformation and technology services right from ideation to implementation. We specialise in delivering complex digital commerce ecosystems to large and small customers through a team-oriented and collaborative work environment. These services have applicability across a variety of industries including banking & financial services insurance retail higher education food health care and manufacturing. Job Summary Reports on a day-to-day basis to the Solution architect. The individual in this role will act as an integration developer and will have a broad understanding technology with a focus on technology stacks including those involving CRM solutions online content servers and online & mobile web applications. The developer will be involved in integrating and implementing solutions including legacy platform modernization through the project life cycle and ongoing support. This position will focus on translating applications from legacy solutions to web-based solutions using web framework and technology. Requirements Bachelors Degree from an accredited college or university with a major in Computer Science Information Systems Engineering Business or other related scientific or technical discipline. Masters Degree preferred. At least 4 years experience in developing and consuming RESTful APIs. At least 5 years experience in Service Oriented Architecture/Service integration with Web Services REST and security integration. Skills / Experience / Responsibilities Design develop and implement complex solutions based on Framework 4.5 using C# and . Will work with internal stakeholders to learn the business processes operating systems and application architectures in order to ensure that solutions fit the current or proposed architectural environment. Translate applications requirements into web-based solutions using the recommended frameworks and technology. Design and develop reusable components accelerators and frameworks. Assist in the system integration of components. Implement Test Driven Development frameworks (NUnit xUnit etc.). Implement Design Pattern (Singleton Factory and MVC). Implement Data Structures. Assist in translating customer service marketing & financial business function needs into digitization and automation of technical solutions aligned with organizational goals and strategies. Be a strong team player and effectively participate in projects and daily operational activities