Job Description
L1 IT Support (Gurgaon)
Responsibilities
Address user tickets regarding hardware, software , Applications and networking
Install, upgrade, support and troubleshoot Windows, Microsoft office products and any other authorized desktop applications
Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment
Responsible for monitoring, operating, managing, troubleshooting, and restoring to service any terminal service client, personal computers (PC) or
notebooks that has authorized access to the network
Knowledge of network and anti-virus programs
Ability to perform on-site & remote troubleshooting and provide clear instructions
Address & Resolve user tickets raised via email , Phone , Ticket System , Whats app ,any Authentic Channel.
Walk users through applications sessions , Queries , training & resolution
Interact with End User, understand Query , resolve , escalate , if required.
Guide users with simple, step-by-step instructions
Conduct remote troubleshooting
Test alternative pathways until the resolution of an issue
Record technical issues and solution
Direct unresolved issues to the next level of support personnel
Follow up with users on Tickets and get them resolved within TAT.
Report users feedback
Help create technical documentation and manuals
Supervising the administration of systems to ensure availability of services to authorized users.
Basic Knowledge of Software Languages and Database.
Proven work experience as an Application support Engineer or similar role.
Excellent problem-solving and multitasking skills
Customer-oriented attitude
Flexible to support round-the-clock operations
Flexibility to some travelling
Ability to communicate in an understandable, polite, and friendly manner, both written and verbal desire to grow and learn new technologies
Team spirit
