Desktop Support Engineer L1

Responsibilities

• First-Level Support: Act as the initial point of contact for users experiencing problems with desktops, laptops, software, and peripherals.
• Issue Resolution: Troubleshoot and resolve incidents and service requests, including login issues, software malfunctions, and hardware glitches.
• System Configuration: Install, configure, and maintain new computer hardware and software for users and the organization.
• User Account Management: Assist with user account administration, such as password resets and granting system access.
• Ticket Management: Respond to and manage support tickets using ticketing systems like ServiceNow, Jira, or Freshservice, tracking issues from reporting to resolution.
• Escalation: Escalate complex or unresolved issues to L2 or L3 support teams.
• Documentation: Maintain records of support activities, create sequential reports, and document solutions for future reference.
• Maintenance: Perform regular maintenance and updates for operating systems and software applications.

Key Skills

• Technical Expertise: Proficiency in diagnosing and resolving common hardware and software issues across various operating systems (Windows, macOS) and applications.
• Communication Skills: Strong written and verbal communication skills to effectively interact with users and other IT teams.
• Customer Service: Ability to provide excellent customer service to understand user problems and offer solutions.
• Troubleshooting Skills: Systematic approach to diagnosing and finding the root cause of technical problems.
• Documentation: Skill in clearly documenting technical issues and resolutions.
• Familiarity with Ticketing Systems: Experience using IT service management (ITSM) tools for ticket tracking and management.

Job Type: Full-time

Pay: ₹12,000.00 - ₹22,000.00 per month

Work Location: In person