Abdul Margoob

Desktop Support Engineer L1 @ Kyndryl India

About

I am an IT Support & Production Support Engineer with hands-on experience in desktop support, incident management, system monitoring, and L1 production operations. I specialize in troubleshooting Windows, Linux, Microsoft 365, network issues, and business-critical applications while ensuring minimal downtime and high service availability. My work includes analyzing logs, validating data using SQL, performing API checks, managing tickets through ServiceNow/JIRA, and coordinating with L2/L3 teams for faster resolution. I follow ITIL best practices, maintain SOPs, and ensure strong communication with end users and stakeholders. I bring a customer-first mindset, strong accountability, and a passion for continuous learning to every task—whether supporting daily IT operations or handling production incidents in fast-paced environments.

Country

India

City

Haryana

Industry

Information Technology & Services

Skill

Help Desk Implementation, Microsoft OneDrive, IT Asset Management, Microsoft Azure, Virtualization, Microsoft Outlook, Microsoft 365, SQL Queries, New Relic, Linux/Unix Commands, Microsoft Teams, Remote Desktop Protocol (RDP), Secure File Transfer Protocol (SFTP), Cisco Firewall Security, First line support, Dashboard monitoring, Network Monitoring Tools, IT Hardware Support, IT Network Support, ChatGPT

Experience

Desktop Support Engineer L1

Kyndryl India

2026-3 - Present · 7 mos

Haryana, India

• Provide first-level technical support to end users for operating system and application related issues. • Install, configure, and troubleshoot Windows operating systems. • Perform system re-imaging and OS installation when required. • Join systems to the domain and verify domain connectivity. • Perform OU movement in Active Directory and ensure correct policies are applied. • Troubleshoot Citrix login and application access issues. • Configure and troubleshoot Microsoft Outlook and email profiles. • Install and configure authorized software applications as per company policy. • Perform Windows updates and system patching. • Troubleshoot network connectivity issues such as LAN, Wi-Fi, and VPN. • Verify system details like hostname, serial number, MAC address, and asset information. • Document issues and resolutions in the ticketing tool and update ticket status. • Follow SOP and KEDB documentation while troubleshooting issues. • Escalate unresolved issues to L2/L3 support teams when required. • Ensure systems comply with company security policies and access requirements.

L1 Support Engineer

HCLTech

2023-12 - 2025-12 · 2 yrs 1 mo

Lucknow

• Served as the primary point of contact for production infrastructure and application incidents via email, chat, and ticketing systems. • Logged, categorized, and prioritized incidents using ServiceNow and JIRA as per ITIL processes. • Monitored servers and applications using dashboards and alerting systems to detect anomalies. • Performed Linux and Windows server checks including services, processes, disk space, and system performance. • Executed SQL queries to validate data integrity and support incident investigation. • Analyzed logs using Kibana/Splunk and Linux CLI tools to support root-cause analysis. • Escalated unresolved issues to L2/L3 teams with detailed technical findings and evidence. • Contributed to SOP creation, knowledge base updates, and problem records. • Worked in 24×7 rotational shifts supporting mission-critical production systems. • Participated in 24×7 rotational shifts, ensuring smooth handovers and timely updates during critical incidents.