L1/L2 Support Engineer

Position Title: L1/L2 Support Associate

Reporting To: Infrastructure Engineer

Location: Bangalore

Job Description

The L1/L2 Support Associate provides technical assistance and support to end-users / clients facing IT-related issues.

The L1/L2 Support Associate acts as the first line of assistance, handling a wide range of technical issues, performs troubleshooting and escalates complex problems to the Infrastructure Engineer.

Requirements

Qualifications

- Bachelor's degree in Computer Science, or a related field

- 1-3 years’ experience in handling troubleshooting for issues 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 of contact for end-users who have IT problems or queries. They receive requests via phone, email, or ticketing systems.

- Issue Triage: Assess the severity and nature of reported issues and try to resolve common and straightforward problems. Escalate unresolved issues t the Infrastructure Engineer.

- Password Resets: Handle routine tasks like password resets, account unlock, and basic account management.

- Hardware and Software Troubleshooting: Troubleshooting basic hardware and software problems, including installing, configuring, and updating software.

- Documentation: Maintaining records of incidents, solutions, and frequently asked questions. Creating knowledge base articles for common issues.

- Customer Service: Providing excellent customer service by being patient, empathetic, and professional when dealing with end-users.

- Remote Assistance: Using remote desktop tools to assist end-users in resolving issues.

- Security: Implementing and enforcing security policies and helping to identify and mitigate security threats.

- Project Involvement: Involvement in IT projects such as system upgrades, migrations, and deployments.

- Documentation and Training: Creating documentation for end-users and providing training when necessary.

Technical Skills and Competencies

- Strong knowledge of computer systems, hardware, software, and network infrastructure.

- Proficiency in troubleshooting technical issues.

- Problem-solving skills to diagnose and resolve common IT issues, such as password resets, software installations, and network connectivity problems.

- Ability to create and maintain detailed documentation for troubleshooting procedures, solutions, and knowledge based articles.

- Collaborate with other IT teams and specialists to resolve complex issues and contribute to projects.

- Familiarity with scripting languages like Python and an understanding of automation tools for system administration.

- Excellent MS Office Skills

Personal Competencies

- Effective communication and collaboration skills to work closely with various teams

- Excellent problem-solving skills to identify and resolve technical challenges.

- Experience working across organizational boundaries on a local and global basis.

- Excellent oral and written communications skills and experience 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 and sustainable world. The ability to understand impacts and how to solve global challenges around sustainability and Climate Change