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 workplace whilst maintaining high quality

standards, a natural aptitude to develop good internal working relationships and a adaptable 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