IT Support Engineer L1

Role overview

IT Support Engineer L1 at SRM Technologies Pvt.Ltd

Responsibilities

• Provide support onsite and remote global locations.
• Provide employee customer assistance.

Required qualifications

• Proven 3+ years working experience in Information Technology
• Strong computer skills and interest
• Experience in supporting both Windows and Mac.
• IT Customer service experience.
• Experience with collaboration tools ex: G Suite, Slack, ServiceNow, Okta and Zoom.us.
• Experience in Zscaler.
• Support users with email delivery and quarantine issues in Proofpoint.
• Experience supporting Jamf and Intune for device enrollment and management.
• Strong troubleshooting and problem analysis
• Relevant certifications.

Employment details

• Location: Chennai [Tamil Nadu] [India]

Application details

• Able to field escalations from Tier 1 and apply advanced troubleshooting to resolve.

Additional role details

• IT Support Engineer II JD Responsibilities
• Ability to resolve issues related to printing, desktop hardware, and connectivity issues.
• Ability to work with a ticketing system and provide quality updates to internal customers and internal teams.
• Ability to solve complex support tickets.
• Follow standard help desk procedures and recommend changes for continuous improvement.
• Install, make changes and repair computer hardware and software.
• Follow-up with employees to ensure issues are resolved.
• Identify and escalate situations requiring urgent attention, able to redirect problems to appropriate resources.
• Handle user access requests within security guidelines.
• Configure and deploy laptops in a managed environment.
• Identify computers that are in need of replacing.
• Log all help desk interactions in ticketing system.
• Expand our ever-improving automated helpdesk BOT system
• Working across time zones
• Responding to crisis situations in a timely manner
• Meet team performance requirements.
• Core skills
• Problem-solving
• Customer service skills
• Team player
• Professionalism
• Attention to detail
• Adaptability
• Quick learner, thorough, accurate, organized, and productive
• Comfortable working in a fast-paced environment
• Must be highly motivated with the ability to self-start, prioritize, multi-task and work in a team setting
• Oral and written communication skills
• Ability to work in English Relevant