L1 Support Professional

We are looking for a skilled IT Support Engineer to join our team in Gurugram. The ideal candidate will have 3 years of experience and be able to work in a hybrid mode, with flexibility for remote work.

• Manage the complete life-cycle of laptop/desktop/VDI environment from provisioning to decommissioning.
• Provide remote and deskside technical support for Windows Desktop OS and Mobile OS, File and Office365 services.
• End User Patch & Image Management, including installing and reinstalling Standard Images.
• Package and distribute software.
• Identify and diagnose issues using SOPs and knowledge-base for applications and infrastructure.
• Align with clients' Global EUC team and provide technical support to other IT teams.
• Monitor infrastructure [servers, storage, and networking] and databases using native tools and Solarwinds.
• Answer requests via telephone, email, chat, or portal, categorizing and recording reported queries in Ticketing tool (ServiceNow) and providing solutions.
• Advise users on appropriate course of action and monitor issues from start to resolution, providing timely customer and internal updates using a computer-based ticketing system (ServiceNow).
• Escalate unresolved problems to a higher level of support (L2 / L3) if needed.
• Manage Asset & License Management, receive, log, and store internal packages.
• Conduct daily cabinet/cage checks and perform inventory verification/counts.
• Work flexible shift schedules and provide rotational on-call coverage if needed.
• Report to the facility within a specified time for emergency outage assistance.
• Demonstrate the ability to prioritize tasks and manage multiple assignments in a fast-paced environment.
• Perform other ad-hoc duties as assigned by the supervisor.

• Minimum 3 years of experience in IT support.
• Strong knowledge of Windows Desktop OS, Mobile OS, File and Office365 services.
• Experience with package and software distribution.
• Ability to identify and diagnose issues using SOPs and knowledge-base.
• Strong communication skills for effective user interaction.
• Ability to work in a team environment and provide technical support to other IT teams.
• Proficiency in monitoring infrastructure and databases using native tools and Solarwinds.
• Knowledge of asset and license management.
• Familiarity with ticketing tools such as ServiceNow.

IDESLABS PRIVATE LIMITED is an employment firm that provides recruitment services to various industries. We are committed to delivering high-quality services to our clients and candidates.

Please acknowledge back to this mail with your updated resume.