20/02 Renu N
HR at Gracira Technologies

Views:221 Applications:49 Rec. Actions:Recruiter Actions:7

L1 Support Engineer (2-5 yrs)

Bangalore Job Code: 413580

Job Description :


- The Help Desk Support Level 1 responds to and diagnoses problems through discussions with users.

- The role includes problem recognition, research, isolation, and resolution steps.

Roles And Responsibilities : 


- Functions as the first line of support for the end user, establish processes document resolutions for future reference.

- Review route calls and escalates issues to other personnel.

- Apply your expertise in resolving less complicated problems immediately, Assists with problem triage, resolution and/or escalation.

- This Job requires working in different Shifts including a night on a rotational basis.

Skills / Competencies :


- Experience in performing PC upgrades and hardware maintenance

- Experience in working with Windows 7/ 8/ 10 OS

- Experienced in Incident tracking system is mandatory.

- Accurately log issues, understand and interpret the problem or question presented

- Reallocate problem calls to an alternative relevant support group, aware of adheres to escalation procedures and records the action(s) taken and follow up on deferred actions

- Should have experience working with and uses a trouble ticket help desk system

Special Requirement For The Role :


- 2+ years of experience supporting laptop and desktop applications, hardware issues, and IP connectivity in a Windows environment.

- Ability to use remote desktop tools for remote assistance.

- Should have experience in installation of Printers and all PC peripherals

- Excellent listening, written, and verbal communication skills.

- Ability to work well with a variety of individuals in various challenging situations.

- Very detailed in documenting technical issues in email/ticket tracking system.

- Excellent decision-making and problem-solving skills.

- The desire to continue advancing technical skills and knowledge.

Certifications :


- Certified in ITIL foundations.

- Good to have certificates in Windows MCSA / MTA and Redhat RHCSA.

- Any experience in AWS is an added advantage.

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