IT Support Engineer(L1)

As an individual responsible for Incident & SR Management through CRM tool, your primary focus will be on efficiently resolving issues and requests using Service Now. You will also play a key role in managing End User Experience by interacting with users professionally, addressing their needs promptly, and ensuring their satisfaction. In addition, you will be involved in End Point Readiness activities such as Imaging, Media Sanitization, Reimaging, Quality Control, and Labelling. Your support will extend to IMAC tasks covering a range of devices and peripherals including Laptops, CBs, MacBooks, Desktops, Printers, and Scanners. Your role will also encompass providing End Point Support both remotely and at users" desks, offering initial Hardware, Operating System, and Application assistance. This will involve troubleshooting issues on various devices and operating systems including Windows and Mac OS, as well as standard applications. Furthermore, you will be responsible for End Point Redeployment tasks which may involve Part or Unit Replacement, Media Sanitization, Quality Control, and reimaging whenever necessary. Liaising with Vendor Partners for Warranty Coordination and Escalation with OEMs or partners will also fall within your purview. Your routine responsibilities will include conducting Scheduled Activities such as checks in Training Rooms, Video Conference Rooms, Data Centers, and other related areas. It is essential for you to be aware of Metrics and SLA's to ensure service quality and compliance. To qualify for this role, you are required to have a Graduate degree or a 3 Years Diploma in Electronics & Communication or Computer Engineering, along with 1-2 years of relevant experience. A good understanding of ITIL Best Practices, domain knowledge, and technical proficiency will be advantageous. In terms of soft skills, you should possess a strong Customer Service and Problem-Solving attitude. Effective communication skills in English and the local language are essential, and the ability to work under pressure and meet deadlines is crucial to excel in this position.,