Level 1 Service Desk Engineer

Who are we

Fulcrum Digital is an agile and next-generation digital accelerating company providing digital transformation and technology services right from ideation to implementation. These services have applicability across a variety of industries, including banking & financial services, insurance, retail, higher education, food, healthcare, and manufacturing.

Job Summary

We are seeking a Level 1 Service Desk Engineer to provide ticket triaging and coordination support for the Infrastructure Support project. The engineer will manage and triage infrastructure-related tickets through ServiceNow , ensuring proper categorization, documentation, and escalation to the appropriate resolver groups.

The role will involve basic support and triaging of Azure cloud infrastructure issues , ensuring tickets are properly routed to the relevant engineering teams while maintaining SLA compliance.

Key Responsibilities

Ticket Management

• Acknowledge and log incoming incidents and service requests in ServiceNow .
• Validate ticket details including requester information, category, priority, impact, and urgency.
• Ensure tickets are properly documented and updated throughout the lifecycle.

Ticket Triaging

• Perform initial assessment of infrastructure and application-related incidents.
• Categorize and route tickets to the correct support groups.
• Collect necessary information including logs, screenshots, and user-reported steps.

Azure Infrastructure Awareness

• Perform basic triaging of issues related to Microsoft Azure services.
• Identify common Azure infrastructure alerts such as:
• Virtual Machine availability
• Resource access issues
• Network connectivity alerts
• Escalate Azure-related incidents to L2 cloud support teams with proper documentation.

Escalation & Coordination

• Escalate tickets to Level 2 (L2) or the relevant resolver group when required.
• Ensure complete troubleshooting notes and supporting details during escalation.
• Coordinate with internal infrastructure and cloud support teams.

SLA Monitoring

• Monitor ticket queues and ensure SLA compliance.
• Follow up with resolver teams on aging or pending tickets.

User Communication

• Provide regular updates to users regarding ticket progress.
• Request additional details when required.
• Confirm resolution before ticket closure.

Required Skills

Primary Skills

• Experience with ServiceNow
• IT Service Desk / L1 Support
• Incident Management and Ticket Triaging
• Basic knowledge of Microsoft Azure
• Understanding of ITIL processes (Incident, Request, SLA)

Secondary Skills

• Basic Azure infrastructure understanding (VMs, storage, networking)
• Windows OS troubleshooting
• Active Directory user management (password reset, account unlock)
• Basic networking knowledge (DNS, VPN, connectivity)
• Monitoring tools exposure
• Strong documentation and communication skills

Preferred Qualifications

• Bachelor’s degree in Computer Science, IT, or related field
• ITIL Foundation certification (preferred)
• Basic Azure certification such as Microsoft Azure Fundamentals (AZ-900) is a plus
• Experience working in managed services or infrastructure support environments

Key Competencies

• Strong analytical and troubleshooting mindset
• Excellent verbal and written communication
• Ability to manage multiple tickets efficiently
• Good coordination with cross-functional infrastructure teams