TQUKI0425_4445 - End User IT support

L1 End User IT Support Engineer


Technical Support: Provide first-level technical support to end-users via phone, email, or in-person, resolving issues related to hardware, software, and network connectivity.


Troubleshooting: Troubleshoot and diagnose technical issues, using tools provided by customer.

Incident Management: Manage and resolve incidents in a timely and efficient manner, ensuring on time support to business team.


Communication: Timely communication within the team and to business team for requirement and information.

Knowledge Management: Update help documents on regular basis.

Ticket Management: Manage and update accurate incident and change information in the ticket tool


Collaboration: Collaborate with other IT teams, such as L2 and L3 support, to resolve technical issues on site.

Customer Satisfaction: Ensure high levels of customer satisfaction, responding to user feedback and concerns in a professional manner.

Requirements:


Education: Bachelor's degree or Relevant diploma in Information Technology, or a related field.

Technical Skills:

Proficiency in operating systems (Windows 10, Windows 11, Linux)

Familiarity with Microsoft Office 365 concept and application configuration and troubleshooting.

Basic understanding of network fundamentals (TCP/IP, DNS, DHCP)

Knowledge of ITIL

Experience: 0-2 years of experience in IT support, preferably in corporate.


Soft Skills:

Excellent communication and interpersonal skills

Strong problem-solving and analytical skills

Ability to work in a fast-paced, dynamic environment

Customer-focused and results-driven approach, User centric approach.

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