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Jr Team Member

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Guwahati Jaipur Kolkata, India Tata Communications Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Job Description

L1 Resident Engineer (IT Operations & Infrastructure) Role Purpose We are looking for a L1 Service Desk Engineer serves as the initial point of contact for users experiencing technical issues, providing first-level support for common software and hardware problems through various channels like phone, chat, and email. Key responsibilities include diagnosing and troubleshooting user-reported issues, escalating complex problems to L2/L3 support, documenting incidents, providing status updates, and ensuring a positive user experience by following Standard Operating Procedures (SOPs) and Knowledge Base (KB) articles. Essential skills for this role are strong communication, customer service, problem-solving, and familiarity with operating systems, hardware, and common IT tools. L1 Support for all sites and office tasks: Video Conferencing, Laptops/Desktops, Wi-Fi, Office software, PS, MFD Printers etc. Other IT management tasks; Connectivity, Internet links etc Key Responsibilities / Accountabilities First Point of Contact: Serve as the initial contact for end-users reporting technical difficulties, providing a courteous, helpful, and friendly support experience. Self-Service Support: Create, update, and maintain self-help resources such as knowledge base articles and documentation to help users resolve their own issues. Issue Resolution: Diagnose and resolve basic hardware and software problems, and provide clear, step-by-step instructions to users on how to fix them. Incident Management: Address, document, and work on incidents assigned to the service desk team using a Service Desk Management application. User Account Management: Perform basic user account management tasks, such as handling user access requests. Escalation: Properly escalate unresolved issues to the appropriate higher-level support teams (L1, L2, etc.) and follow up until resolution. Record Keeping: Maintain accurate records of customer interactions, support issues, and resolutions in the ticketing system for future reference and analysis. Adherence to SLAs: Work in accordance with established Service Level Agreements (SLAs), ensuring that tickets are addressed and resolved within the defined timeframes. Professional Development: Engage in continuous self-training and development to enhance technical skills and knowledge, staying updated on new technologies and tools. Qualifications and Experience Communication: Excellent verbal and written communication skills to interact effectively with users and document issues clearly. Technical Skills: Strong knowledge of Windows and Mac operating systems, Microsoft Office suite, Outlook, and common desktop applications. Problem-Solving: Demonstrated ability to identify, diagnose, and resolve technical issues efficiently. Customer Service: A strong commitment to providing excellent customer service and a high level of user satisfaction. ITIL Knowledge: Familiarity with the ITIL framework and its associated concepts, such as incident management and service catalog management. Basic Networking: Awareness of basic networking concepts, including TCP/IP, DNS, and VPNs. Adaptability: Flexibility to work in a dynamic environment, potentially with rotating shifts and holidays, to ensure continuous support. Qualification Certifications Any bachelor s degree with good communication skills.