Roles & Responsibilities :

The L1 Support role involves supporting IT Fleet management support ITFM (Client desktop laptop & Monitor) Managed Print Services (MPS) and Mobile Service Delivery (Mobile PIM Services) providing technical assistance to users within a Windows environment and Database monitoring. The primary responsibility is ensuring quick and effective resolutions while maintaining a high level of customer service.

Requirements

- User Support and Troubleshooting:

- Serve as the first point of contact for technical support handling inbound requests email or ticketing system.

- End Device Management Tool (EDMT)

- Knowledge of Computer hardware lifecycle managed using order forms.

- Provide basic troubleshooting for Windows-based systems including desktops laptops and peripherals.

- Assist with common issues related to software applications network connectivity and hardware malfunctions.

- Guide users through simple troubleshooting steps such as rebooting devices adjusting network settings and reinstalling software.

- OCC- Monitoring and First response

- Log all incidents and service requests accurately in the ticketing system and ensure timely follow-up.

- Customer Service:

- Deliver excellent customer service by maintaining a qualified demeanor and ensuring user satisfaction.

- Educate users on basic troubleshooting techniques and IT best practices to minimize recurring issues.





- Communicate effectively with users keeping them informed about the status of their requests and any planned IT activities.

Qualifications :

Educational qualification:

- Bachelors degree in computer science Information Technology or a related field preferred

- Relevant certifications such as CompTIA A or Microsoft Certified Solutions Associate (MCSA) are an advantage.

Experience :

- 2 - 3 years of experience in IT relevant working experience preferably in a Windows environment.

- IT Fleet management

Mandatory/requires Skills :
Basic knowledge of Windows operating systems (Windows 10 Windows 11).

- Familiarity with Microsoft Office 365 and common productivity tools.

- Familiar with latest ICT technology or fast learner on new IT technology Knowledge

- Experience using remote desktop tools and ticketing systems.

Preferred Skills :

Soft Skills:

- Strong communication and interpersonal skills.

- Ability to troubleshoot and resolve issues efficiently.

- Excellent customer service orientation.

- Ability to work independently and prioritize tasks effectively.

- Availability:

- Willingness to work in shifts including nights and weekends as required.

- Ability to be on-call for urgent issues when necessary.

Remote Work :

No

Employment Type :

Full-time

📌 ITSAssociate (Coimbatore)
🏢 Bosch Group
📍 Coimbatore