L1 IT Support (infra)

L1 IT Support (Gurgaon)

Responsibilities

• Address user tickets regarding hardware, software , Applications and networking
• Install, upgrade, support and troubleshoot Windows, Microsoft office products and any other authorized desktop applications
• Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment
• Responsible for monitoring, operating, managing, troubleshooting, and restoring to service any terminal service client, personal computers (PC) or
• notebooks that has authorized access to the network
• Knowledge of network and anti-virus programs
• Ability to perform on-site & remote troubleshooting and provide clear instructions
• Address & Resolve user tickets raised via email , Phone , Ticket System , Whats app ,any Authentic Channel.
• Walk users through applications sessions , Queries , training & resolution
• Interact with End User, understand Query , resolve , escalate , if required.
• Guide users with simple, step-by-step instructions
• Conduct remote troubleshooting
• Test alternative pathways until the resolution of an issue
• Record technical issues and solution
• Direct unresolved issues to the next level of support personnel
• Follow up with users on Tickets and get them resolved within TAT.
• Report users feedback
• Help create technical documentation and manuals
• Supervising the administration of systems to ensure availability of services to authorized users.
• Basic Knowledge of Software Languages and Database.
• Proven work experience as an Application support Engineer or similar role.
• Excellent problem-solving and multitasking skills
• Customer-oriented attitude
• Flexible to support round-the-clock operations
• Flexibility to some travelling
• Ability to communicate in an understandable, polite, and friendly manner, both written and verbal desire to grow and learn new technologies
• Team spirit