L1 Support Engineer

L1 Support Engineer

Job Name: L1 Support Engineer
Job Role: Engineer
Job Location: Noida
Industry: Software / IT
Job Type: Full Time
Experience: 1 - 3 years
Salary: Best in the industry
Education: BCA, MCA

Job Summary:

Act as a single point of contact for phone calls and emails from users regarding IT issues and queries. Respond to customer requests via phone and e-mail in a timely and accurate manner. Provide end-to-end support for Laptop/network, applications and operating system, handheld devices.

Job Description:

 Act as a single point of contact for phone calls and emails from users regarding IT issues and queries. Respond to customer requests via phone and e-mail in a timely and accurate manner. Provide end-to-end support for Laptop/network, applications and operating system, handheld devices. Analyze, Diagnose and Resolve Windows Server OS / Network, administration, application-related issues of end-user. Handle end-to-end ticket flow on the ITSM tool. Escalate complex issues to appropriate teams for resolutions. Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner. Gain feedback from customers about services provided. Excellent communication skills (Email and Phone) with the ability to deal with users. Raise tickets (Incidents/Service Requests) as per customers/users' requirements. Analyze problems with the service and resolve the issues on Desktop/Laptop/Server and Networks. Infrastructure monitoring and troubleshooting. Remote server management and maintenance. Windows desktop support. Experience in supporting and troubleshooting Desktop, Laptops, Peripherals, Applications (MS Office 2007, 2010, etc.) and Windows 7, 8, and 8.1 Working knowledge of using MS Office (Especially Outlook). Basic Knowledge of Exchange. Basic Knowledge of IP addressing Networking, VPN, DNS, TCP/IP, and Antivirus. Install/uninstall various software and upgrading when necessary. Monitoring and maintaining/reducing the queue size of tickets (Incidents/Service Requests). Incident Management experience - Managing incidents including business expectations and communication. Ability to logically and effectively prioritize, schedule work, and execute tasks in a high-pressure environment. Extremely motivated team player with solid organizational and time management skills. Ability to meet deadlines and work well under pressure. Gathering knowledge of various technical teams and assigning tickets to them as per the defined process. Following the various Escalation Matrix (Vendor, Internal, and Customer defined).