Service Desk Engineer L1

About Us

We are developers of digital futures! Tietoevry creates purposeful technology that reinvents the world for good. We are a leading technology company with a strong Nordic heritage and global capabilities. Based on our core values of openness, trust, and diversity, we work with our customers to develop digital futures where businesses, societies, and humanity thrive. Our 24,000 experts globally specialize in cloud, data, and software, serving thousands of enterprise and public-sector customers in approximately 90 countries. Tietoevry's annual turnover is approximately EUR 3 billion, and the company's shares are listed on the NASDAQ exchange in Helsinki and Stockholm, as well as on Oslo Brs (www.tietoevry.com).

About EVRY USA

EVRY USA delivers IT services to a wide range of customers in the USA through its global delivery centers and India offices (EVRY India) in Bangalore & Chandigarh, India. We offer a comprehensive IT services portfolio and drive digital transformation across Banking & Financial Services, Insurance, Healthcare, Retail & Logistics, and Energy, Utilities & Manufacturing sectors. EVRY India's process and project maturity is very high the two offshore development centers in India are appraised at CMMI DEV Maturity Level 5 & CMMI SVC Maturity Level 5 and certified under ISO 9001 : 2015 & ISO / IEC 27001 : 2013.

Roles And Responsibility Job Summary

We are seeking a skilled and experienced Service Desk L1 Engineer to join our IT team. The ideal candidate will have a strong background in IT support with specific knowledge and experience in tools such as Intune, Active Directory, Azure, Exchange Admin, O365, and ServiceNow Tool. The Service Desk L1 Technician will be the first point of contact for customers seeking technical assistance and will provide initial support and troubleshooting for various IT issues.

Key Responsibilities

• First Point of Contact : Serve as the initial point of contact for customers seeking technical assistance via phone, email, or self ticket.
• Troubleshooting : Identify, diagnose, and resolve technical issues related to hardware, software, network connectivity, and specific tools such as Intune, Active Directory, Azure, Exchange Admin, O365, and ServiceNow to be used.
• Ticket Management : Log and track all incidents and service requests in the ticketing system (ServiceNow), ensuring accurate and detailed documentation.
• User Support : Assist users with password resets, account unlocks, and basic application support.
• Configuration and Management : Perform basic configuration and management tasks in Intune, Active Directory, Azure, Exchange Admin, and O365.
• Escalation : Escalate complex issues to higher-level support teams (L2 / L3) as needed, while ensuring timely follow-up and resolution.
• Knowledge Base : Contribute to the creation and maintenance of internal knowledge base articles and user guides.
• Customer Service : Provide exceptional customer service, maintaining a positive and professional demeanor at all times.
• Team Collaboration : Work collaboratively with other IT team members to ensure efficient resolution of technical issues and continuous improvement of service processes.

Qualifications

Preferred Qualifications

Skills Required

O365, Servicenow, Exchange Admin, Intune, Active Directory, Azure