L1-L2 IT Support Engineer Job in Concept

Job description

• Support for Desktops, laptops
• Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalate to second or third level in accordance with Help Desk escalation processes.
• Maintain overall ownership of users issue & service ensuring that they receive resolution within a reasonable timeframe.
• Provide initial assessment of urgency and business impact on all support calls.
• Manage service requests, software installations, new computer setups, upgrades, etc.
• Manage IT assets inventory.
• Record incident resolutions in the Help Desk tool.
• Support the following technologies: Microsoft Office 365 products Outlook, Word, Excel, Internet Explorer, Windows 10 Operating Systems, Antivirus, Desktops, Laptops, USB modem, Printers, Networked copiers, NICs, basic LAN/WAN, Wi-Fi connectivity and others as assigned.
• Coordinate with the group IT teams and the vendors for the support.
• Monitor & taking daily backups for file server.
• Ability to work independently and in a team environment.
• Ability to communicate well with internal and external contacts.
• Knowledge of basics of ITIL (incident management).
• Knowledge of multiple desktop programs, configuration and debugging techniques.
• Strong work ethic, detail oriented as well as excellent oral and written communication skills.
• Sound problem resolution, judgment and decision-making.
• Experience with TCP/IP and general networking issues.
• Experience providing superior customer service and support.
• Experience working effectively in a team environment, communicating effectively, resolving issues efficiently, and contributing to the improvement of the infrastructure.
• Strong interpersonal and organization skills, successful in working both independently and in a team environment.
• Monitor performance and ensure system availability and reliability
• Provide Level-2 support and troubleshooting to resolve issues
• Understanding of networking protocols (e.g., 802.11, 802.1Q, Radius, QoS)
• Knowledge of Windows AD, DHCP, DNS, Group Policy
• Qualification - B.E/ B. Tech / Any Graduate
• Minimum of 2 years of experience as a support engineer