IT Helpdesk Support

4 weeks ago


Delhi Delhi, India Microware Computing & Consulting Pvt. Ltd Full time

**Job Title: L1 Support Engineer**

**Location**: Delhi NCR

**Company**: Microware Computing and Consulting Pvt. Ltd

**Key Responsibilities**:

- Diagnose and troubleshoot technical issues related to hardware, software, and network connectivity.
- Provide timely resolution or escalate issues to appropriate teams for further investigation and resolution.
- Document all support interactions and resolutions accurately in the ticketing system.
- Collaborate with other support engineers and teams to identify recurring issues and implement permanent solutions.
- Ensure compliance with service level agreements (SLAs) and prioritize support requests based on urgency and impact.
- Communicate effectively with customers to provide status updates and ensure customer satisfaction.
- Participate in ongoing training and professional development activities to enhance technical skills and knowledge.
- The person will be the frontend for all the helpdesk activities from following up tickets in the helpdesk solution, working across all teams including Application and Infrastructure Team.
- He/She will also monitor auto generated tickets from the monitoring tools, assign them to different queues, ensure all tickets are addressed as per priority/SLA.
- The person should also be able to provide solutions based on the existing knowledge base and close it L1 level.
- Should have good inter-personal skills, understanding of incidents & problems, quickly able to learn, be customer centric, to follow-up with different teams, be patient.
- Backup Monitoring should also be part of their activity.

**Qualifications**:

- Bachelor's degree in Computer Science, Information Technology, or related field (preferred).
- Proven experience in a technical support role, preferably in a helpdesk or service desk environment.
- Familiarity with networking concepts and troubleshooting techniques.
- Proficiency in using remote support tools and ticketing systems.
- Excellent problem-solving skills and ability to think logically.
- Effective communication skills, both verbal and written.
- Ability to work independently and collaborate with team members.

**Salary**: ₹14,472.38 - ₹48,972.68 per month

**Benefits**:

- Health insurance
- Provident Fund

Day range:

- Monday to Friday

Shift:

- Day shift

**Education**:

- Bachelor's (preferred)

**Experience**:

- Technical support: 2 years (preferred)
- total work: 4 years (preferred)

Work Location: In person

Expected Start Date: 03/04/2024



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