Apptad Inc
Job Description Service Desk L1 Engineer
The ideal candidate must have hands on experience of resolving technical issues over the phone chat and emails
L1 Technical Support
Handling all the Inbound calls chat and emails in service desk
Manage tickets that L1 engineers need assistance
Handling Basic L1 queries from end users
Correctly logging incidents and faults categorizing and prioritizing them in line with team procedures
Diagnose and quickly resolve a wide range of Windows applications issues
Good troubleshooting knowledge on internet and VPN issues
When the restoration is beyond the scope of the support escape the issue to appropriate resolver group using IT Ticketing System
Install upgrade support and troubleshoot for printers related computer hardware
Knowledge of Citrix and VPN
Customize configure desktop hardware to meet specifications and business standards
Email account administration ie account creation and management and distribution lists on Office 365
Robust queue management ability
User account administration ie account creation and management and password resets on Active Directory
Familiarize end users on basic software hardware and peripheral device operation and solve basic queries
Take ownership and responsibility of queries issues and problems and document it in the ITSM Tool
Basic knowledge of Networking Virtualization Mac OS Web Based and Installable applications
Good understanding of computer systems mobile devices and other tech products
Efficiently manage technical escalations
Good knowledge on Incident Management
Strong ability to quickly coordinate MIM tickets by engaging relevant resolver teams
Provide OnCall support at times when required
Customer Focus
Providing timely and accurate resolution of technical issues experienced by the Users
Excellent communication skills
Must be able to demonstrate a customer first approach to support
Identify and elevate severe issues which could cause production impact
Natural aptitude for trouble shooting problem solving
Have solid experience in a helpdesk or technical support environment
Excellent skills on managing queues in service desk
Technical Skillset Good to Know
Active Directory
Citrix
O365
Microsoft Windows
Mobile Operating Systems AndroidiOS
SharePoint
Knowledge of Laptop Desktop Tablet issues
VPN Troubleshooting
Mobile Device Management
Excel Reporting Good to have
Required Background Experience
Any Graduate
03 years in a service desk environment
Hands on experience working in ITSM tools like Service Now Remedy etc
Skills
Mandatory Skills : Jira Service DeskServicedeskWindows Server
Employment Type Employment Type :
Full Time
Experience Experience :
years
Vacancy Vacancy :
1
#J-18808-Ljbffr
L1 Technical Support
Handling all the Inbound calls chat and emails in service desk
Manage tickets that L1 engineers need assistance
Handling Basic L1 queries from end users
Correctly logging incidents and faults categorizing and prioritizing them in line with team procedures
Diagnose and quickly resolve a wide range of Windows applications issues
Good troubleshooting knowledge on internet and VPN issues
When the restoration is beyond the scope of the support escape the issue to appropriate resolver group using IT Ticketing System
Install upgrade support and troubleshoot for printers related computer hardware
Knowledge of Citrix and VPN
Customize configure desktop hardware to meet specifications and business standards
Email account administration ie account creation and management and distribution lists on Office 365
Robust queue management ability
User account administration ie account creation and management and password resets on Active Directory
Familiarize end users on basic software hardware and peripheral device operation and solve basic queries
Take ownership and responsibility of queries issues and problems and document it in the ITSM Tool
Basic knowledge of Networking Virtualization Mac OS Web Based and Installable applications
Good understanding of computer systems mobile devices and other tech products
Efficiently manage technical escalations
Good knowledge on Incident Management
Strong ability to quickly coordinate MIM tickets by engaging relevant resolver teams
Provide OnCall support at times when required
Customer Focus
Providing timely and accurate resolution of technical issues experienced by the Users
Excellent communication skills
Must be able to demonstrate a customer first approach to support
Identify and elevate severe issues which could cause production impact
Natural aptitude for trouble shooting problem solving
Have solid experience in a helpdesk or technical support environment
Excellent skills on managing queues in service desk
Technical Skillset Good to Know
Active Directory
Citrix
O365
Microsoft Windows
Mobile Operating Systems AndroidiOS
SharePoint
Knowledge of Laptop Desktop Tablet issues
VPN Troubleshooting
Mobile Device Management
Excel Reporting Good to have
Required Background Experience
Any Graduate
03 years in a service desk environment
Hands on experience working in ITSM tools like Service Now Remedy etc
Skills
Mandatory Skills : Jira Service DeskServicedeskWindows Server
Employment Type Employment Type :
Full Time
Experience Experience :
years
Vacancy Vacancy :
1
#J-18808-Ljbffr