Job Title: Technical Support Engineer - Service DeskJob Purpose: L1 SupportQualification: Any Degree with Computer Science / Technology background or EquivalentCertification: ITIL Foundation, MCSE, CCNA, CompTIA A+, CompTIA N+, Azure or any Cloud/Technology related certificatesExperience: 3-5 yearsResponsibilities:
- Receive IT support requests via various support channels such as email, phone and Teams and log them in the ticketing system
- Logging, Handling and Resolving the tickets in ticketing system.
- Handle L1 tickets, troubleshoot and diagnose IT problems, identify root causes, and implement solutions with low MTTR
- Responding in a timely manner to technical issues and requests with high quality to meet Response SLA.
- Installing and configuring computer hardware, software, systems, networks, printers and scanners for end users
- User access management
- Analyze, diagnose and troubleshoot issues and malfunctions with hardware and software.
- Excellent problem-solving and analytical skills
- The ability to break down technological processes and deliver clear, step-by-step instructions to users.
- Provide professional support to VIP users.
- Assisting with the setup and deployment of new devices, including computers, printers, and mobile devices
- Providing training and guidance to end-users on IT tools, applications, and best practices to enhance their productivity and technical proficiency
- Work with the team to provide high quality IT services to the users.
- Manage tickets as ITIL process efficiently as per defined SLA
- Routing tickets in ITSM tool for efficient ticket management and timely resolution
Mandatory:
- Comprehensive knowledge of computer systems and experience troubleshooting hardware and software.
- Basic networking experience
- Comprehensive experience in OS systems.
- Proven experience in ticketing systems – BMC Remedy and Manage Engine ITSM preferred
- ITIL V3 Foundation certified
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