ITSM Executive / Network Support Engineer (L1/L2) Full Time

Experience: 2–6 Years

Working Days: Tuesday to Sunday

Shift: US Hours

Role Overview

We are looking for proactive ITSM Executive / Network Support Engineer with strong experience in L1/L2 technical support and IT service management. The role focuses on ensuring seamless IT operations by managing incidents, resolving technical issues, and maintaining service quality in line with ITIL best practices.

Key Responsibilities

IT Service Management

• Manage Incident, Problem, Change, and Service Request lifecycles in alignment with ITIL standards.
• Monitor and manage ticket queues, SLAs, and KPIs using ITSM tools (e.g., ServiceNow).
• Ensure timely resolution and escalation of issues within defined service levels.

Technical & Network Support

• Provide L1/L2 support for network, system, and application-related issues.
• Troubleshoot LAN/WAN, VPN, connectivity, and basic networking issues.
• Monitor servers, applications, and network systems to proactively identify and resolve issues.

Incident Management & Reporting

• Perform root cause analysis (RCA) for critical incidents.
• Maintain and update knowledge base articles, SOPs, and documentation.
• Prepare weekly and monthly reports on incidents, trends, and performance.

Collaboration & Operations

• Coordinate with L1/L2/L3 teams to ensure effective issue resolution.
• Handle user requests via calls, emails, and ticketing systems with high customer satisfaction.
• Support escalation management and prioritization of incidents.

Required Skills

Core Expertise

• Strong understanding of ITSM processes (Incident, Problem, Change Management)
• Hands-on experience with ServiceNow or similar ticketing tools
• Knowledge of SLA/KPI tracking and reporting

Technical Skills

• Good understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, LAN/WAN)
• Basic knowledge of IT infrastructure (servers, applications, network environments)
• Strong troubleshooting and analytical skills

Preferred Qualifications

• Experience in IT support / helpdesk / network support roles
• Exposure to enterprise IT environments
• ITIL certification (preferred)
• Certifications like CCNA or Network+ (good to have)

Soft Skills

• Strong communication and stakeholder management skills
• Ability to work in a fast-paced, shift-based environment
• Customer-focused approach with strong problem-solving abilities
• Proactive and collaborative mindset

📩 Apply Now: careers@d4insight.com