IT Service Desk L1 Engineer

About the Company

66degrees is an end-to-end AI transformation partner that guides enterprises from complex business challenges to clear, quantifiable outcomes. Our company is the culmination of several successful firms, each a leader in its own right in cloud, artificial intelligence, and data. This convergence of talent and expertise is how we help businesses reach their own "inflection point," where chaotic data becomes a strategic asset, complexity becomes clarity, and AI becomes an engine for growth. Our ultimate vision is to be the catalyst for a future where every business operates as an intelligent enterprise, with autonomous systems unlocking human potential. At 66degrees, we believe in thriving through challenges and winning together. These values not only guide us in achieving our goals as a company but also for our people. We are dedicated to creating a significant impact for our employees by fostering a culture that sparks innovation and supports professional and personal growth along the way

.
About the Ro

le
The IT Service Desk L1 Engineer will serve as the first point of contact for all IT-related issues and service requests across the organization. This role is responsible for providing prompt, effective, and customer-focused technical support, troubleshooting basic issues, and ensuring seamless escalation to higher-level support teams when requir

ed.
Responsibili

• ties
  Serve as the first-level support for all IT incidents and service requests raised by end-u
• sers.Log, categorize, prioritize, and track IT support tickets using the designated ticketing sy
• stem.Troubleshoot and resolve basic hardware, software, application, and network connectivity is
• sues.Assist users with password resets, account unlocks, access-related issues, and basic application sup
• port.Escalate complex or unresolved issues to L2 support teams with clear documentation, logs, and troubleshooting s
• teps.Maintain accurate and up-to-date documentation of IT procedures, solutions, and known is
• sues.Educate users on common IT issues, security awareness, and best practices to reduce repeat incid
• ents.Participate in on-call rotations and provide support as per business requirem
• ents.Collaborate with internal IT teams to support service desk operations and continuous improvement initiat
• ives.Contribute to improving service desk processes, efficiency, and overall user experi

ence.
Qualific

• ations
  Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical expe
• rience.1–2 years of experience in an IT Service Desk or Technical Suppor
• t role.Strong working knowledge of Mac systems, Windows systems, Google Administration, and Google Workspace applic
• ations.Basic understanding of network fundamentals such as TCP/IP, DNS, VPN, and connectivity troublesh
• ooting.Familiarity with common business applications and end-user computing enviro
• nments.Experience or familiarity with ITSM tools (e.g., ServiceNow, Jira Service Management) and/or remote support tools is pre
• ferred.Excellent communication, interpersonal, and customer service
• skills.Strong problem-solving ability with a customer-centric m
• indset.Ability to work independently as well as collaboratively in a fast-paced envir
• onment.ITIL Foundation or similar certifications are

a plus.
66degrees is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to actual or perceived race, color, religion, sex, gender, gender identity, national origin, age, weight, height, marital status, sexual orientation, veteran status, disability status or other legally protecte