Job purpose

L1/L2 support for PC logon issues, access management, MS Office Suite, system/laptop issues, networking issues, software installation issues, ticket management using ServiceNow, and documentation.

Key responsibilities

- Provide L1 basic troubleshoot, FAQ, installation and configuration support handling issues / incidents remotely
- PC Logon Issues: Password Resets, Account Lockouts, Multi-Factor Authentication, etc. - Remote Access Applications: VPN, VDI, AWS, Ninja one - Microsoft Office Suite: Outlook, Excel (incl add/remove add-ins), Word, etc.
- Office 365: SharePoint/OneDrive, Teams, OneNote - PC Issues: Network/Server Connectivity, Slow machine, Unable to Print, etc.
- Mobile Devices: MDM Enrollment, Device Compliance, Email Profile Issues, Calendar Sync, etc.
- Industry Applications: Bloomberg etc.
- Internal Application Support provide Level 1 support for internal applications depending on the requirements

- Ticket registration and management using ticket management tools like Servicenow.
- Provide solutions from knowledge base.




- Update documentation into the knowledge base for future reference

- Escalation to level 2
- Communicate effectively with the customers to understand and provide appropriate solutions to their issues.
- Gain broader proficiency for the product and demonstrate ability to contribute to forward direction.

- Implement or adhere to best practices.
- Demonstrate high attention to detail, should work in a energetic environment whilst maintaining high quality

standards, a natural aptitude to develop good internal working relationships and a flexible work ethic.

- Responsible for Quality Checks and adhering to the agreed Service Level Agreement (SLA) / Turn Around Time (TAT).

Job Snapshot

Job ID

JOB_8518

Department

Data and Technology Services

Location

ETV -SEZ1, Bengaluru, Karnataka, India

Experience

2 - 4 Years

Employee Type

Permanent

📌 Analyst (Bengaluru)
🏢 Acuity Knowledge Partners
📍 Bengaluru