IT Service Desk Engineer (Jr-L1)

Job Description Roles & Responsibilities 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. Desired Candidate Profile Diploma or Bachelor’s in Computer Science, IT, or related field. 3–6 years in IT monitoring, service desk, or NOC/SOC environments. Certification can be plus point- ITIL Foundation, CompTIA Network+, or relevant DevOps/cloud basics (AWS, Azure). Familiarity with monitoring tools (Grafana, Prometheus, Nagios, Zabbix, CloudWatch, or SIEM tools). Basic understanding of Linux and Windows server administration. Basic understanding of database concepts (tables, queries, backup/restore, job monitoring). Awareness of database health indicators – availability, connection errors, slow queries, backup success, log growth. Knowledge of networking fundamentals (IP, DNS, firewalls, routing). Awareness of DevOps and cloud environments (CI/CD basics, containers is a plus). Basic cybersecurity awareness (malware, phishing, access control). Employment Type Full Time Company Industry IT - Software Services Department / Functional Area IT Software Keywords IT Service Desk EngineerL1 Support EngineerNOC EngineerSOC EngineerIncident ManagementSystem MonitoringDatabaseITILGrafanaSolarwindsWireshark Get real-time job updates only on our App