Help Desk Level 1
Published date: 2026/11/06
- Location: Pune, Maharashtra, India
The Tier 1 Help Desk Support Engineer filters helpdesk calls and provides basic support and troubleshooting based on well defined KB/SOPs, such as password resets, printer configurations, break/fix instructions, software installations, and is also responsible for ticket routing and escalation to Tier 2 and Tier 3 support. Responsible for classification and prioritization of tickets and escalate to appropriate support queues or call for outside vendor maintenance (or dispatch), as needed. Backup Failure Reports. A Tier 1 engineer gathers, documents and analyzes information about the reported issue and determines the best way to resolve their problem. Tier 1 may also provide support for identified Tier 2 and Tier 3 issues where configuration solutions have already been documented.
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