وظيفة مهندس مكتب مساعدة تقنية - المستوى الأول شاغرة لدى HCLTech في الرياض

Job Description :IT Helpdesk Engineer -L1

Role Summary

Provide first-line IT support and monitoring services for the Infinite PL National Address platform, ensuring timely incident detection, ticket management, user support, and escalation to relevant support teams.

Key Roles & Responsibilities

• Act as the Single Point of Contact (SPOC) for user-reported incidents and service requests.
• Monitor application, infrastructure, and service health dashboards and alerts.
• Log, categorize, prioritize, and track incidents and requests in the ITSM tool (ServiceNow or equivalent).
• Perform initial troubleshooting and resolve routine issues within defined procedures.
• Escalate unresolved incidents to L2/L3 support teams and track them to closure.
• Monitor alerts, events, and notifications and initiate appropriate action.
• Provide timely updates to users on ticket status and resolution progress.
• Maintain incident records, knowledge articles, and operational documentation.
• Support user account-related requests, password resets, and basic access issues.
• Ensure adherence to SLA targets for response, resolution, and ticket handling.
• Participate in shift handovers and operational reporting.
• Support major incident communication and coordination during service disruptions.

Required Skills

• Basic knowledge of IT Infrastructure, Windows/Linux environments, Networking, and Cloud concepts.
• Familiarity with ITSM tools
• Understanding of Incident, Request, and Escalation Management processes.
• Strong communication and customer service skills.
• Ability to work in shifts and handle operational monitoring activities.

Experience

• Experience in Service Desk, Help Desk, NOC, Command Center, or IT Operations Support roles.