L1 Desktop Support Engineer IN
Excis Compliance · Bengaluru East, Karnataka, India
- On site
- Full-time
- $40,000 / year
- Bengaluru East, Karnataka, India
Job highlights
- Provide first-line technical support to end-users.
- Troubleshoot hardware, software, and network issues.
- Manage and log service requests in ITSM tools.
- Ensure SLAs are met for all tickets.
- Support VIP users with time-sensitive requests.
About the role
L1 Desktop Support Engineer at Excis Compliance
Excis is a global IT support leader, driven by innovation and collaboration. We’re looking for a proactive L1 Desktop Support Engineer to deliver first-line end-user technical support across multiple locations. Join us for a rewarding career in a supportive, family-like environment where you’ll look forward to coming to work every day.
Company Highlights:
- Clients in 190+ countries
- 6000+ Engineers
- 200+ Enterprise Clients
We foster an open, friendly, and supportive growth-oriented culture where individual achievements fuel team success. From solving complex IT challenges to celebrating wins together, we put our people first. Start your journey with Excis and grow with us!
What You’ll Do
- Serve as the first point of contact for end users and VIP users, perform initial triage and basic troubleshooting for hardware, software, and network issues.
- Resolve common incidents including password resets, printer errors, application issues, and connectivity checks.
- Log, monitor, and manage all service requests and incidents in ITSM tools (ServiceNow, MSE, or similar), following SOPs and knowledge base guidelines.
- Escalate complex or unresolved tickets to L2/L3 teams with complete documentation.
- Deliver professional and courteous support with clear communication.
- Track ticket status closely, ensure SLAs are met, and prioritize high-impact requests for VIP users efficiently.
Requirements
- 2–5 years of professional experience in an L1 desktop support or helpdesk role.
- Hands-on experience using ITSM tools such as ServiceNow, MSE, or equivalent systems.
- Solid understanding of ticket lifecycle management, including creation, categorization, escalation, and closure.
- Proficiency with Windows 10/11, Microsoft Office (Outlook, Teams, etc.), printers, USB devices, and basic networking (IP configuration, ping tests).
- Good verbal and written English communication skills.
- Ability to work independently and experience supporting VIP users with time-sensitive requests.
Benefits
At Excis, your work matters. You’ll be part of a dynamic, hands-on team where your technical expertise directly enhances user satisfaction and operational success. We offer a supportive environment that encourages professional growth, continuous learning, and collaboration across diverse technologies. Enjoy competitive compensation and the chance to contribute to a global IT leader that values innovation and excellence.
Ready to make a difference and grow your career? Apply now to join Excis in India and be at the forefront of IT support excellence!
Key skills/competency
- L1 Desktop Support
- End-User Support
- Hardware Troubleshooting
- Software Troubleshooting
- Network Troubleshooting
- ITSM Tools
- ServiceNow
- Ticket Management
- VIP Support
- Windows 10/11
Skills & topics
- L1 Desktop Support
- Helpdesk
- IT Support
- Desktop Engineering
- Technical Support
- ServiceNow
- Windows 10
- Microsoft Office
- Ticket Management
- VIP Support
- ITSM
How to get hired
- Tailor your resume: Highlight L1 desktop support experience, ITSM tools, and VIP user support.
- Showcase technical skills: Emphasize proficiency in Windows, Office, and basic networking.
- Demonstrate communication skills: Mention experience with clear, courteous end-user support.
- Prepare for technical questions: Review common troubleshooting scenarios and ITSM processes.
- Research Excis: Understand their global reach and commitment to innovation.
Technical preparation
Practice common L1 troubleshooting scenarios.,Review ITSM ticketing system workflows.,Brush up on Windows 10/11 administration basics.,Understand basic IP configuration and network tests.
Behavioral questions
Describe a challenging support issue you resolved.,How do you handle difficult end-users?,How do you prioritize multiple urgent tickets?,Explain your process for documenting an issue.
Frequently asked questions
- What are the primary responsibilities of an L1 Desktop Support Engineer at Excis Compliance?
- As an L1 Desktop Support Engineer at Excis Compliance, your primary responsibilities include serving as the first point of contact for end-users, performing initial triage and basic troubleshooting for hardware, software, and network issues. You will also log, monitor, and manage service requests in ITSM tools, and escalate complex issues to higher support tiers.
- What experience is required for the L1 Desktop Support Engineer role at Excis Compliance?
- The L1 Desktop Support Engineer role at Excis Compliance requires 2-5 years of professional experience in L1 desktop support or a helpdesk capacity. You should have hands-on experience with ITSM tools like ServiceNow and proficiency with Windows 10/11, Microsoft Office, printers, USB devices, and basic networking concepts.
- What ITSM tools does Excis Compliance use for ticket management?
- Excis Compliance utilizes ITSM tools such as ServiceNow, MSE, or similar systems for logging, monitoring, and managing service requests and incidents. Familiarity with these or equivalent systems is a key requirement for the L1 Desktop Support Engineer position.
- Is experience supporting VIP users necessary for this L1 Desktop Support Engineer position at Excis Compliance?
- Yes, experience supporting VIP users, especially with time-sensitive requests, is highly valued for the L1 Desktop Support Engineer role at Excis Compliance. This indicates an ability to prioritize and manage critical user needs effectively.
- What are the growth opportunities for an L1 Desktop Support Engineer at Excis Compliance?
- Excis Compliance emphasizes professional growth and offers a supportive environment for continuous learning. As an L1 Desktop Support Engineer, you can expect opportunities to expand your technical expertise, collaborate across diverse technologies, and advance within a global IT leader.
- What kind of work environment can I expect at Excis Compliance as an L1 Desktop Support Engineer?
- You can expect a supportive, family-like environment at Excis Compliance, fostering an open, friendly, and growth-oriented culture. The company values collaboration, celebrates wins together, and puts its people first, ensuring you’ll look forward to coming to work.