L1 Support

8 hours ago

Bengaluru, Karnataka, India TECEZE Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Role: L1 Support

Location: Bangalore

Experience : 2+ years

Work mode: Onsite / Full Time

Key Accountabilities - On-Site IT Services and Support

Perform On-Site IT Services and Support:


• Act as part of the on-site IT team, responsible for all IT support activities at, and assist with IT support for connected locations.


• Execute assigned tickets, analyze issues, liaise with incident managers and service providers, and manage problem resolution within agreed timelines, escalating when necessary.


• Collaborate with service providers and GITO global teams on Tier 1 tickets requiring physical presence or infrastructure services.


• Follow up on IT security incidents and ensure timely resolution.


• Ensure IT services are delivered in accordance with Novo Nordisk quality requirements.


• Maintain proper documentation of services in relevant IT tools (e.g., ServiceNow, KCS).


• Ensure high levels of user satisfaction.


• Perform additional IT-related tasks as assigned by the Lead or IT Operations Manager, tracked via the Kanban tool.

Responsible for IT Infrastructure:


• Safeguard IT infrastructure availability at in collaboration with GITO Infrastructure teams and SMEs.


• Partner with the Local Support team to resolve local critical infrastructure incidents.


• Collaborate with Lines of Business (LoB) on GITO-related matters.


• Serve as the local GITO representative for the affiliate user community.


• Promote and ensure the use of Service Desk, self-services, and shift-left practices.


• Support distribution and translation of local/global IT communications as per guidelines.


• Actively provide IT support during site events and local sales cycle meetings.

Onboarding and End-User Training:


• Ensure IT equipment/materials are delivered to new joiners on Day 1 (or as otherwise agreed).


• Conduct onboarding and user training on relevant IT tools.


• Provide IT security awareness training in line with GITO standards.


• Support users with corporate services such as O365, Teams, etc.

Manage IT Equipment Resources:


• Provide all local employees with standard IT equipment in line with Global IT guidelines.


• Fulfil hardware requirements according to business needs and global standards.


• Maintain and update hardware/software assets and inventories in relevant tools.


• Collaborate with the Hardware Asset Manager to ensure adequate inventory levels.

Assist and Collaborate in IT Project Implementation:


• Support implementation of GITO-driven IT project activities and deployment of new corporate IT systems.


• Actively contribute as part of the Agile Journey.

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