Key Responsibilities
- Provide L1 technical support for desktops, laptops, printers, network connectivity, and other IT infrastructure.
- Monitor network and security infrastructure and identify alerts or service disruptions.
- Troubleshoot basic LAN/WAN, Wi-Fi, Internet and connectivity-related issues.
- Perform basic troubleshooting of switches, routers, firewalls and access points.
- Support user onboarding/offboarding, system configuration and basic access-related requests.
- Troubleshoot Windows OS, Microsoft 365, email, applications and endpoint-related issues.
- Assist with installation, configuration and maintenance of IT hardware and software.
- Monitor endpoint/security alerts and escalate incidents as per defined procedures.
- Perform basic checks on antivirus/EDR and other security solutions.
- Log, update and track incidents and service requests through the designated ticketing system.
- Maintain proper documentation of incidents, troubleshooting steps and resolutions.
- Follow defined SOPs, escalation matrix and SLA requirements.
- Coordinate with L2/L3 support teams, OEMs and other service providers whenever required.
- Maintain an inventory of IT assets and support documentation.
- Provide regular updates on open incidents and pending issues to the reporting manager/customer SPOC.
Required Technical Skills
- Good understanding of TCP/IP, DNS, DHCP, LAN/WAN and Wi-Fi.
- Basic knowledge of network switches, routers, firewalls and VPN.
- Hands-on experience with Windows operating systems and Microsoft 365.
- Basic understanding of endpoint security, antivirus/EDR and security best practices.
- Basic troubleshooting skills for hardware, software and network issues.
- Familiarity with IT ticketing/helpdesk systems.
- Good understanding of incident management and escalation processes.
Desired Skills
- Experience in an enterprise IT support / NOC / helpdesk environment.
- Exposure to network/security monitoring tools.
- Knowledge of any firewall platform such as Sophos, SonicWall, Fortinet, Cisco, etc.
- ITIL Foundation or relevant networking certification such as CCNA would be an advantage.
Soft Skills
- Strong troubleshooting and problem-solving approach.
- Good verbal and written communication.
- Ability to interact professionally with end users and customer teams.
- Good documentation and reporting skills.
- Ability to work independently as well as with remote L2/L3 teams.
- Willingness to learn and work in a customer-facing environment.
Key Performance Areas
- Timely response and resolution of L1 incidents.
- Adherence to agreed SLA and escalation timelines.
- Effective monitoring and identification of infrastructure issues.
- Accurate ticket updates and documentation.
Reduction of recurring incidents through proper troubleshooting and escalation
Pay: ₹8,900.00 - ₹40,000.00 per month
Benefits:
Work Location: In person
