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 skilled 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 wh
📌 /Support Engineer (Bengaluru)
🏢 Sustainext Digital Private
📍 Bengaluru
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