IT Service Desk Engineer (Jr-L1)
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Key skills for this role
About the Role
Monitor IT dashboards, log incidents, perform troubleshooting, escalate issues, and assist in cybersecurity while collaborating with teams and updating documentation.
Key Skills for This Role
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Overview
- 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.
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