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.