L1 Service Desk Engineer.
- Virtusa
- 0 - 2 years
- Bengaluru
- 2 months ago
- Email to a friend
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Job Description
Job Title: L1 Service Desk Engineer.
Location: Cadence Design Systems, Bangalore.
Reports To: Service Desk Shift Lead.
Job Overview: The L1 Service Desk Engineer is the first point of contact for end-users seeking
technical assistance. This role involves providing support and troubleshooting over voice, chat
and email, including password resets, software installations, and resolving software issues. The
ideal candidate should have excellent communication skills, a strong understanding of computer
systems, and the ability to work under pressure.
Key Responsibilities:
Log, categorize, and prioritize incoming incidents and service requests via phone, email, and
chat.
Provide first-level support for basic technical assistance, including password resets, software
installations etc.
Maintain clear and concise communication with end-users, keeping them informed of the
status of their requests.
Escalate unresolved issues to L2 or appropriate teams within expected timeframe.
Document/Update the solutions and knowledge base articles for future reference (5
documents per week).
Ensure all tickets are resolved within the agreed SLA (Service Level Agreement) and timely
follow up with users to ensure satisfaction.
Ensure compliance tickets are being addressed on priority and are resolved within 5 working
days.
Hands-on experience on One Drive, Intune, Teams, and O365 applications.
Experienced in MAC OS X Mojave, High Sierra, and Catalina.
Deploying remote installation software.
Basic knowledge of SCCM
Good Knowledge of VPN and Network devices.
Qualifications and Required Skills:
Bachelors degree in computer science, Information Technology, or related field, IT-related
certifications (e.g., CompTIA A+) are a plus.
0-2 years of experience in a technical support role.
Strong verbal and written communication skills with US accent
Excellent Customer handling skills.
Excellent problem-solving skills.
PC support, a basic understanding of networks, good knowledge of MS suite of products like
MS Office, Outlook etc.
Basic understanding of Windows and Mac OS.
Comfortable to work in 24/7 environment, motivated to work in a fast-paced environment and
handle multiple tasks simultaneously.
Good understanding of operational frameworks like ITIL and operations process
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: VirtusaLocation(s): Bengaluru
Keyskills: Troubleshooting Software Troubleshooting ITIL Framework Remote Support SCCM Installation software VPN Configuration Intune Communication Skills LAN Configuration Ticketing Tools Software Installation Onedrive
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Virtusa
Virtusa is a leading worldwide provider of information technology (IT) consulting and outsourcing services. We help accelerate business outcomes for Global 2000 businesses in banking and financial services, insurance, healthcare, telecommunications and media.
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