Unical Systems

L1 End User Support Engineer

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Job Title: L1 End User Support Engineer

Roles & Responsibilities:

  • Ability to understand reported issues and classify, and prioritize the reported problem as service request, or incident or problem for each reported.
  • Log the reported issue in the available ticketing tool and initiate the ticket tirage process starting from responding to the user until final ticket resolution.
  • Well-versed with trend analysis, also on need basis Critical Incident Management to ensure minimize the repeat of the problems and to work towards increasing the availability (uptime) of the devices.
  • Debug and resolve the reported issues including providing a workaround in case if the resolution takes beyond the agreed time subjected to the condition of workaround solution availability within client environment.
  • Proficiency in troubleshooting hardware and software issues to meet client requirements.
  • Ability to escalate horizontally to get additional support from L2 or other SMEs within client or Unical. Also, well-versed with escalating vertically to sensitize the leadership on critical and high priority issues.
  • Working knowledge of Windows Operating System
  • Familiarity with common office applications (Microsoft Office, email clients).
  • Ability to perform system installations, configurations, and upgrades.
  • Experience with remote desktop tools and IT service management software.
  • Proficient in handling Outlook.
  • Excellent communication skills.
  • Provide first-level technical support for desktops, laptops, and printers.
  • Troubleshoot and resolve issues related to Outlook and other IT services.
  • Respond to user queries and issues promptly and effectively.
  • Ensure excellent communication and smooth interaction with end users.
  • Escalate unresolved issues to L2 Support Engineers as required. 

Experience : 0 -3 Years

Qualifications: Any Graduate

No. of Positions : 23

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