L1/L2 Support Engineer

2 hours ago

Bangalore Karnataka India Sustainext Digital Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Position Title: L1/L2 Support AssociateReporting To: InfrastructureEngineerLocation: Bangalore Job DescriptionThe L1/L2 Support Associate provides technicalassistance and support to end -users / clients facing IT -related issues.The L1/L2 Support Associate acts as the first line ofassistance, handling a wide range of technical issues, performs troubleshootingand escalates complex problems to the Infrastructure Engineer. RequirementsQualifications  Bachelor's degree in Computer Science, or a relatedfield 1 -3 years' experience in handling troubleshooting forissues relating to of computer hardware, operating systems (e.g., Windows,macOS) and common software applications.  Key Responsibilities  First Point of Contact: Be the first point ofcontact for end -users who have IT problems or queries. They receive requestsvia phone, email, or ticketing systems. Issue Triage: Assess the severityand nature of reported issues and try to resolve common and straightforwardproblems. Escalate unresolved issues t the Infrastructure Engineer. Password Resets: Handle routine taskslike password resets, account unlock, and basic account management. Hardware and Software Troubleshooting: Troubleshooting basichardware and software problems, including installing, configuring, and updatingsoftware. Documentation: Maintaining records ofincidents, solutions, and frequently asked questions. Creating knowledge basearticles for common issues. Customer Service: Providing excellentcustomer service by being patient, empathetic, and professional when dealingwith end -users. Remote Assistance: Using remote desktoptools to assist end -users in resolving issues. Security: Implementing andenforcing security policies and helping to identify and mitigate securitythreats. Project Involvement: Involvement in ITprojects such as system upgrades, migrations, and deployments. Documentation and Training: Creating documentationfor end -users and providing training when necessary. Technical Skillsand Competencies  Strong knowledge of computer systems, hardware,software, and network infrastructure. Proficiency in troubleshooting technical issues. Problem -solving skills to diagnose and resolve commonIT issues, such as password resets, software installations, and networkconnectivity problems. Ability to create and maintain detailed documentationfor troubleshooting procedures, solutions, and knowledge based articles. Collaborate with other IT teams and specialists toresolve complex issues and contribute to projects. Familiarity with scripting languages like Python andan understanding of automation tools for system administration.        Excellent customer service skills, including patienceand empathy Excellent MS Office Skills  Personal Competencies  Effective communication and collaboration skills towork closely with various teams Excellent problem -solving skills to identify andresolve technical challenges. Experience working across organizational boundaries ona local and global basis. Excellent oral and written communications skills andexperience interacting with both multiple teams. Be a Solid Team Player and a Global Player. Adapt to change with ease. Be able to provide value add by going the extra mile. Having an interest in building a conscious andsustainable world. The ability to understand impacts and how to solve globalchallenges around sustainability and Climate Change

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