Associate engineer

Associate Engineer- Service Desk/ Help Desk
0-1 Experience
24x7 Support
Chennai
Provide first-level technical support to internal and external customers through phone, email, chat, and ticketing systems.
Handle inbound customer calls professionally and ensure appropriate logging and documentation of incidents and service requests.
Create, update, categorize, prioritize, and manage tickets in accordance with defined processes and procedures.
Perform initial troubleshooting for common hardware, software, network, connectivity, and application-related issues.
Monitor infrastructure, network, and application alerts using monitoring tools and respond according to established procedures.
Perform initial analysis and validation of alerts before escalating to the appropriate resolver teams.
Identify potential service-impacting issues and follow the defined escalation and incident management process.
Coordinate with internal support teams, engineers, vendors, and other stakeholders to ensure timely resolution of incidents.
Maintain ownership of assigned tickets and follow up until resolution or appropriate handover.
Provide timely and accurate updates to customers and internal stakeholders.
Follow established SOPs, knowledge articles, runbooks, escalation matrices, and troubleshooting procedures.
Accurately document troubleshooting activities, customer interactions, actions taken, and resolution details in the ticketing system.
Escalate complex or unresolved issues to Level 2/Level 3 support teams within defined timelines.
Support queue monitoring and workload management to ensure tickets and alerts are addressed within SLA.
Participate in shift handovers and ensure proper communication of pending issues and ongoing incidents.
Assist with identifying recurring issues and contribute to knowledge base documentation and process improvements.
Follow all information security, compliance, operational, and customer communication guidelines.
Be willing to work in a 24x7 rotational shift environment, including nights, weekends, and holidays, based on business requirements.