L1 Support Engineer

3 days ago

Gurgaon, Haryana, India Procdna Analytics Full time ₹ 9,00,000 - ₹ 12,00,000 per year

About ProcDNA:

ProcDNA is a global consulting firm. We fuse design thinking with cutting-edge technology to create game-changing Commercial Analytics and Technology solutions for our clients. We're a passionate team of 350+ across 8 offices, all growing and learning together since our launch during the pandemic. Here, you won't be stuck in a cubicle - you'll be out in the open water, shaping the future with brilliant minds. At ProcDNA, innovation isn't just encouraged; it's ingrained in our DNA. Ready to join our epic growth journey?

Role & responsibilities:

  • Provide Level 1 technical support to end users via in-person, phone, or remote sessions.
  • Troubleshoot and resolve issues related to desktops, laptops, printers, and peripheral devices.
  • Support installation, configuration, and maintenance of operating systems and standard software applications.
  • Handle user account management tasks such as password resets, access requests, and basic Active Directory support.
  • Escalate unresolved issues to L2/L3 support teams as per the defined escalation process.
  • Maintain accurate records of support requests and resolutions using the internal ticketing system.
  • Assist in deploying and setting up new hardware for users (laptops, desktops, monitors, etc.).
  • Help users access enterprise applications and troubleshoot login or connectivity issues.
  • Ensure timely follow-up and resolution of user issues to maintain a high level of customer satisfaction.

Skills & Qualifications:

  • 1.5 to 3 years of experience in IT Helpdesk / L1 Support / End User Support roles.
  • Solid understanding of computer hardware, basic networking, and Windows operating systems.
  • Hands-on experience with endpoint support, including laptops, desktops, printers, and mobile devices.
  • Strong communication and interpersonal skills to assist non-technical users.
  • Ability to prioritize and manage multiple support requests in a fast-paced environment.
  • Familiarity with IT ticketing systems such as ServiceNow, Jira, or Fresh-service.
  • Basic knowledge of Active Directory and user account management.

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