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L1 Support - JD1

This document outlines the duties and responsibilities as well as requirements for a support engineer role. The duties include responding to support tickets, providing first level troubleshooting and support, managing user onboarding and offboarding, and engaging with vendors to resolve technical issues. Requirements include 1-2 years of experience in a helpdesk or technical support role, knowledge of technologies like Azure, O365, and networking, and strong communication skills.

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pravin
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46 views

L1 Support - JD1

This document outlines the duties and responsibilities as well as requirements for a support engineer role. The duties include responding to support tickets, providing first level troubleshooting and support, managing user onboarding and offboarding, and engaging with vendors to resolve technical issues. Requirements include 1-2 years of experience in a helpdesk or technical support role, knowledge of technologies like Azure, O365, and networking, and strong communication skills.

Uploaded by

pravin
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Duties & Responsibilities

1. Responding to support requests via tickets within response time SLAs including taking
ownership of issues, collaboration with other teams and escalation
2. Providing 1st level support, troubleshooting, respond for production server/service, and on-
call support as needed
3. Providing Level 1 support and resolutions such as password resets and account unlock for
reported incidents and requests.
4. To pick up all service tickets from IT helpdesk portal within time and assign appropriately to
next level L2 Engineer as required.
5. Frontline troubleshooting and engaging with end users to resolve issues, problems and
faults.
6. Performing remote troubleshooting through diagnostic techniques and pertinent questions
7. Accurate and timely maintenance of records, including asset management.
8. Managing onboarding and offboarding of users.
9. Ability to manage service improvement projects and programs, keeping records and
reporting progress.
10. Working with vendor support contacts to resolve technical, hardware and software
problems.
11. Working with stakeholders in different geographical locations and time zones.

Requirements

1. Minimum work experience of 1-2 years as Desktop/System Engineer.


2. Technical help desk or technical call centre experience is necessary.
3. Should be comfortable to work in rotational shift with 24x7 support window.
4. Working knowledge of Azure, O365, Active directory service, and group policy management.
5. Good knowledge in Windows, MacOS, and Linux.
6. Skilled in troubleshooting laptops, servers, and network issues.
7. Good knowledge in audio/visual solution such as Cisco WebEx, Zoom, and Teams video
conferencing solution.
8. Strong verbal and written communication skills in English.
9. Takes ownership and responsibility for the job taken.
10. Ability to complete tasks on time and provide updates proactively.
11. Strong verbal and written communication skills in English.
12. Ability to work independently with minimal supervision and a great team player.

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