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Service Desk Analyst - L1 / L2 Support Engineer
Service Desk Analyst - L1 / L2 Support EngineerEpergne Solutions • Atlanta, Georgia, United States
Service Desk Analyst - L1 / L2 Support Engineer

Service Desk Analyst - L1 / L2 Support Engineer

Epergne Solutions • Atlanta, Georgia, United States
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Job Role: - Service Desk Analyst / L1 / L2 Support Engineer


Job Location:- Atlanta/Chennai/Gurgaon


Experience:- 3 - 5 Years


Roles & Responsibilities:-


  • Serve as the first point of contact for IT incidents and service requests (L1/L2 support).
  • Provide technical support for applications, operating systems, hardware, servers, storage, printers, networks, and communication systems.
  • Troubleshoot and resolve Level 1 issues; escalate complex cases as required.
  • Manage incidents, service requests, and ensure SLA adherence.
  • Deliver phone, email, and remote support to onsite and offsite users.
  • Handle VIP user support with professionalism and urgency.
  • Support audio-visual equipment and perform basic device break-fix tasks.
  • Perform basic server, storage, and network-level troubleshooting.
  • Document incidents and resolutions accurately for reporting and tracking.
  • Prepare daily/weekly/monthly reports and participate in process improvements.
  • Collaborate with internal teams to ensure timely resolution.
  • Adhere to IT policies, procedures, and ITIL best practices.
  • Flexible to work in a 24x7x365 shift environment, including weekends and holidays.


Required Skills:-


  • Strong troubleshooting and analytical abilities.
  • Knowledge of IT infrastructure and end-user computing.
  • Experience with ITSM tools (e.g., ServiceNow, BMC Remedy).
  • Understanding of ITIL processes (Incident, SLA, Escalation Management).
  • Proficiency in Microsoft Office tools (Excel, PowerPoint, O365).
  • Excellent verbal and written communication skills.
  • Customer-focused approach with strong interpersonal skills.
  • Ability to work in fast-paced and dynamic environments.
  • Team collaboration and stakeholder coordination skills.


Requirements:-


  • 3 5 years of experience in Service Desk / Helpdesk support.
  • Minimum 1 year of professional experience in a Service Desk role.
  • Degree or relevant technical training.
  • Experience in infrastructure technical support.
  • Experience working in an ITIL-driven environment.
  • Willingness to work rotational shifts (24x7x365).


Preferred Certifications:-

  • ITIL (Intermediate or above)
  • CompTIA+
  • AZ-900 (Microsoft Azure Fundamentals)
  • MS-900 (Microsoft 365 Fundamentals)
  • Azure AD Administration
  • CCNA (Preferred)


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Service Desk Analyst - L1 / L2 Support Engineer • Atlanta, Georgia, United States

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