L1 Support Engineer (Associate)

Job Description

Role Overview:You will be working as a Support Specialist providing 1st level phone support for several retail store locations. Your responsibilities will include answering incoming call requests, troubleshooting application and hardware problems, logging service tickets, documenting issues, and guiding customers through documented solutions while ensuring world-class customer service. The job location is in Noida with the option to work from the office during night shifts.Key Responsibilities:- Log, receive, and track trouble tickets, assign them to technical specialists, and ensure timely resolution within the ticketing system.- Provide telephone support to end-users on hardware, software, and other store system related issues.- Offer first-level problem resolution on the telephone, classify the level, priority, and nature of the problem, and walk users through issue determination steps.- Collaborate with Level 2 and other escalation points to resolve technical issues and provide remote access support through various VPN connections.- Deliver a high level of customer service through phone calls, emails, and messaging in a fast-paced environment.- Follow up with existing tickets/inquiries, accurately record details in a web-based ticketing system, and manage time effectively to meet or exceed service levels.Qualifications Required:- Strong team player with excellent written and verbal communication skills.- Ability to learn quickly, be passionate about helping people, and resolve issues independently.- Take initiative to utilize available solution articles and resources for issue resolution and take ownership of ticketed problems.- Demonstrate strong interpersonal skills, attention to detail, organizational skills, and follow-through.- Minimum of 2 years experience in a customer/user support role.- Minimum of 1 year experience working with Microsoft Windows client or server operating systems.- Minimum of 1 year experience in diagnosing and resolving PC, server, and printer problems.- Proficiency in Windows 7, troubleshooting skills, and the ability to quickly learn and apply knowledge to assist end users.- Ability to multitask, work well in a fast-paced team environment, and possess strong analytical and problem-solving skills.- Maintain a friendly, upbeat, and positive attitude towards users and technical solutions.Additional Company Details (if available):The company is looking for individuals with 2-3 years of experience in a Service Desk Agent role, with skills in Servicenow, Infrastructure Support L1, and Cloud Fundamentals. Role Overview:You will be working as a Support Specialist providing 1st level phone support for several retail store locations. Your responsibilities will include answering incoming call requests, troubleshooting application and hardware problems, logging service tickets, documenting issues, and guiding customers through documented solutions while ensuring world-class customer service. The job location is in Noida with the option to work from the office during night shifts.Key Responsibilities:- Log, receive, and track trouble tickets, assign them to technical specialists, and ensure timely resolution within the ticketing system.- Provide telephone support to end-users on hardware, software, and other store system related issues.- Offer first-level problem resolution on the telephone, classify the level, priority, and nature of the problem, and walk users through issue determination steps.- Collaborate with Level 2 and other escalation points to resolve technical issues and provide remote access support through various VPN connections.- Deliver a high level of customer service through phone calls, emails, and messaging in a fast-paced environment.- Follow up with existing tickets/inquiries, accurately record details in a web-based ticketing system, and manage time effectively to meet or exceed service levels.Qualifications Required:- Strong team player with excellent written and verbal communication skills.- Ability to learn quickly, be passionate about helping people, and resolve issues independently.- Take initiative to utilize available solution articles and resources for issue resolution and take ownership of ticketed problems.- Demonstrate strong interpersonal skills, attention to detail, organizational skills, and follow-through.- Minimum of 2 years experience in a customer/user support role.- Minimum of 1 year experience working with Microsoft Windows client or server operating systems.- Minimum of 1 year experience in diagnosing and resolving PC, server, and printer problems.- Proficiency in Windows 7, troubleshooting skills, and the ability to quickly learn and apply knowledge to assist end users.- Ability to multitask, work well in a fast-paced team environment, and possess strong analytical and problem-solving skills.- Maintain a friendly, upbeat, and positive attitude towards users and technical solutions.Additional Compan

Keyskills :
ServicenowService Desk AgentInfrastructure Support L1