Cloudelligent is looking for competent candidates for the position of Service Desk Engineer (L1) 
 
Position Title: Service Desk Engineer 
Location: Islamabad
 
 
About Cloudelligent 
 
Cloudelligent is an AWS Premier Consulting Partner helping organizations modernize, migrate, and innovate in the cloud. We work at the intersection of cloud, data, and AI to solve real business problems and not just implement technology. With an international footprint, Cloudelligent is customer-obsessed and focuses on Generative AI and Agentic AI to deliver practical, scalable solutions. 
 
Responsibilities 

• Perform Level 1 diagnosis and resolution of incidents / requests raised by end users. 

• Responsible for supporting the IT Help Desk Services organization to ensure services are delivered to meet customer business needs and expectations, within SLA standards 

• Act as a contact point between Helpdesk Operations and Other external and internal teams. 

• Escalate issues to relevant teams based on SOP & Escalation matrix 

• Provide Incident Response (IR) support when analysis confirms actionable incident 

• Perform incident closure, verifying problem resolution with Users and documenting resolution procedures 

• Monitor and escalate service failure alerts and follow up with relevant teams to fix these with minimal impact. 

• IT Support relating to technical issues involving Microsoft/AWS core business applications and operating systems 

• Troubleshoot software, hardware, and network issues. 

• Guide end-users on how to setup and use new technologies. 

• Perform vendor management for procurement and support (Cloudelligent/Clients). 

• Assist Cloud team with migration and supporting infrastructure on Azure/AWS. 

• Backup and restore the organization's data files and systems. 

• Install, configure, and upgrade PC software and operating systems. 

• Manage inventory and track IT assets used by the organization. 

• Author, edit, and manage IT documentation to improve our clients' IT policy, procedures, and protocols. 

• Manage the helpdesk collaboratively for optimal performance and support by resolving incidents in a timely manner. 

• Prepare and present weekly updates. 

• Participate in IT projects.  

Requirements 

• Bachelor's degree in information technology, computer science or related field. 

• 2+ years of experience providing customer-focused technical support. 

• Exceptional verbal, written, and interpersonal communication skills. 

• Hands on experience with service desk ticketing systems, email, online chat, service support process, and SLA. 

• Strong interest in IT support, technical troubleshooting, and cloud technologies. 

• Basic understanding of IT methodologies and service desk operations. 

• Hands-on experience with Windows operating systems and Microsoft Office tools (e.g., Office 365). Knowledge of ticketing tools (e.g., Zendesk, Jira) is a plus. 

• Knowledge of cloud platforms (AWS or Azure) is a plus. 

• Should be able to work in 24/7 environments. 

• Self-driven, ability to work independently or as part of a project team with limited supervision. 

• AWS Cloud Practitioner certification is highly preferred.