L1 Desktop Support Engineer IN (Remote)

PLEASE NOTE: THIS IS A FULLY REMOTE NIGHT SHIFT POSITION. WE’RE HIRING FOR AN IT DESKTOP SUPPORT ENGINEER IN NAVI MUMBAI, INDIA (REMOTE). Excis is a global IT support leader, driven by innovation and collaboration.

We’re looking for a proactive IT Helpdesk Technician to deliver exceptional first-line technical support to our internal users and clients. The ideal candidate is proactive, technically sharp, and able to provide a world-class customer experience while resolving issues efficiently and accurately. This role is perfect for someone who can handle a fast-paced environment, communicates clearly, and takes ownership of resolving everyday technical challenges.

Join us for a rewarding career in a supportive, family-like environment where you’ll look forward to coming to work every day. · Client in 190+ countries· 6000+ Engineers· 200+ Enterprise ClientsWe 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 your journey with Excis and grow with us! What You’ll Do: Serve as the first point of contact for IT incidents and service requests via phone, ticketing system, email, or chat; troubleshoot and resolve L1 issues including Windows/macOS login, VPN/remote access, password resets/MFA, printer/peripheral issues, basic network troubleshooting, Office 365/Google Workspace support, application installation/configuration, and account requests.

Manage ticketing system by creating, updating, and closing tickets with accurate notes and resolution steps; prioritize tasks based on SLAs and severity; ensure high first-call resolution rates; escalate complex issues to L2/L3 teams with full documentation. Communicate clearly and empathetically with users; provide professional, timely updates; take ownership of issues until full resolution; maintain knowledge base articles for recurring problems. Assist with user onboarding/offboarding including account setup and equipment preparation; support basic endpoint security tasks such as antivirus checks and patching confirmation; follow ITIL processes for incident, request, and escalation management.

Monitor security alerts; escalate and coordinate with higher levels as needed; promote proactive problem prevention; maintain documentation and standards for incident management.