L1 Support

2 days ago

Somajiguda Hyderabad Telangana, India Vedhas Technology Solutions Private Limited Full time

**L1 Support Job Description**

**Location -Hyderabad**

**Salary -15 to 20 k**
**Shift -Evening**

**Requirement-Immediate**

**Position Title**: L1 Support (Level 1 Support Technician)

**Job Overview**: L1 Support is an entry-level position in the IT support or help desk environment. The L1 Support technician is responsible for providing basic technical support and troubleshooting for users experiencing hardware, software, or network issues. The role involves responding to support tickets, phone calls, or chat requests, diagnosing problems, and offering solutions based on predefined guidelines. If the issue cannot be resolved at this level, it is escalated to higher-level support teams (L2 or L3).

**Key Responsibilities**:

- **Customer Support**:

- Act as the first point of contact for users needing technical support.
- Provide prompt and courteous service to internal and external customers.
- **Troubleshooting and Issue Resolution**:

- Diagnose and resolve basic technical issues related to hardware, software, and networking.
- Resolve common issues like system performance problems, connectivity issues, and user access issues.
- Guide users through troubleshooting steps and solutions over the phone or through remote support tools.
- **Escalation**:

- Escalate unresolved issues to higher-level support (L2, L3) with detailed information about the issue and troubleshooting steps taken.
- Follow up with users to ensure proper resolution of escalated tickets.
- **Documentation**:

- Maintain detailed records of support requests and resolutions in the ticketing system.
- Document known issues and solutions to enhance future troubleshooting efforts.
- Update internal knowledge base articles to reflect common solutions.
- **User Account Management**:

- Provide support for the setup and configuration of new hardware and software installations.
- **Software Installation and Updates**:

- Assist with basic hardware setup, including printers, laptops, and peripherals.
- **Monitoring and Alerts**:

- Monitor system performance and respond to automated alerts regarding network or system issues.
- Ensure service levels and support metrics are consistently met.

**Skills and Qualifications**:

- **Technical Skills**:

- Basic understanding of computer hardware, software, networking, and operating systems (Windows, macOS, Linux).
- Knowledge of common troubleshooting techniques and remote support tools.
- **Soft Skills**:

- Strong customer service and communication skills.
- Ability to troubleshoot problems systematically and efficiently.
- Patient, empathetic, and attentive to users' needs.
- Ability to work well in a team environment and manage multiple tasks.
- **Experience**:

- Previous experience in an IT support or help desk role is a plus, but not required for entry-level positions.
- Basic understanding of ITIL (Information Technology Infrastructure Library) principles is a bonus.
- **Education**:

- A degree in Information Technology, Computer Science, or a related field is preferred but not required.
- Industry certifications like CompTIA A+, Network+, or ITIL Foundation are a plus.

Pay: ₹15,000.00 - ₹20,000.00 per month

**Benefits**:

- Health insurance

Shift:

- Evening shift

**Experience**:

- total work: 2 years (preferred)

Work Location: In person

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