Designation - Technical Support Specialist (L1)

Language Requirement – English (Verbal & Written)

Job Description: The primary responsibility of L1 support is to handle basic queries and resolve straightforward issues. These could include password resets, software installations, and general troubleshooting. Offering a quick and accessible solution for common IT-related problems. And, well prepare reports in MS Excel using advanced dashboards along with good MS Power Point presentation skills.

3 to 5 years prior experience in a technical support role
Experience in help desk/call support etiquettes.
Strong problem solving, priority setting, and collaboration skills.
Attention to detail.
Adaptability to changing work environment and technologies.
Should have Good communication skills (listening, writing and speaking)
Be aware of customer SLA's and escalate issues if cases are taking too long to resolve.
Experience (2+ years) with ITIL processes including Incident, Problem, Change, Knowledge and Event Management.
Proficiency in computer usage, internet, and Microsoft Office suite of applications (Outlook, Word, Excel, PowerPoint, Etc.)
Must have MS- Office skills (Excel , PowerPoint) to build presentations and advanced dashboards.
Bachelor's Degree in related field.

Technical Skills:

Should have a hands-on experience and Level one Knowledge of operating system Linux and Windows OS.
Understanding of the following monitoring concepts: Infrastructure, systems, and Application health, system availability, latency, performance, and end-to-end monitoring.
Should have basic understanding of Amazon AWS or Microsoft Azure portal.
Diligently observe and interpret cloud monitoring dashboards and alerts.
Resolve basic issues; escalate urgent and complex issues. Know the difference.
Basic/Intermediate knowledge of Microsoft AD, DNS, Group Policies)
Basic knowledge/experience with Networking and troubleshooting (TCP/IP, DNS, DHCP, tracert, LAN)
Basic knowledge of Virtualization likewise VMWARE/HYPER-V/Citrix.
Contribute to technical knowledge base.
Preferred if having MCSE/MCSA certifications OR AWS/AZURE certification.

Work Timings: Flexible to operate in 24/7

Job Type: FTE

Work Location: Gurugram, Haryana

Environment: Work From Office and Hybrid.

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