IT Service Desk Engineer (Jr-L1)

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 escalation of failures.
• Monitor SIEM dashboards for potential threats or security alerts.
• Log suspicious events and escalates to SOC analysts.
• Follow basic cybersecurity incident playbooks.
• Work...