IT Support Engineer L1 & L2

Job Responsibilities

• Level-1/Level-2 support for all IT related issues.
• Proper escalation of unresolved issues to team according to established guidelines and policies.
• Respond to customer inquiries in a timely manner by following the established SLAs (service level agreements).
• Follow-up with users to ensure that all issues/needs have been resolved/met.
• Serving as the first point of contact for staff seeking technical assistance over the phone, email or through ITSM Tool requests.
• Performing remote troubleshooting through diagnostic techniques and pertinent questions.
• Ensure all issues are properly logged.
• Record incidents and problems and their resolution in logs.
• Prioritize and manage several open issues at one time.
• Assist and provide support to off-site technical staff in identifying and resolving technical issues.
• Assist with various projects/tasks assigned from Team Lead.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic and some advanced technical issues.
• Expertise in systems administration, networking, hardware, and mobile device hardware/software troubleshooting.
• Experience with Windows Active Directory, DNS, Remote Desktop, Networking, and VOIP on Level-1/Level-2.
• Functional knowledge and experience of installation troubleshooting of Server 2008/2012/AD and MAC.
• Configuration of Cisco/Avaya/IP based Phones.
• Installation configuration of Printers/Scanners and Oracle based application support.
• Virtual Desktop Interface knowledge.
• Customer-oriented and positive attitude.

Experience and Qualification

• BE/BSc/BS in IT, Computer Science, or any relevant discipline.
• Must have 2-3 years experience as Level-1 / Level-2 IT Support Engineer.
• Proven experience as a help desk technician/Support Engineer.