IT System Engineers L1 L2

Requirements

• Bachelor s Degree/Diploma in IT/ECE/CSE (or related technical discipline).
  
• Freshers can also apply and preference to having 13 years of relevant experience at L1 / L2 level support.
  
• Technical customer support (voice and email) with a strong customer interaction experience.
  
• Passion to be a part of a hardworking and winning team.
  
• Willing to work in a 24x7 environment and provide weekend coverage if needed.
  
• Ability to multitask in a fastpaced environment.
  
• Excellent ability to learn and articulate softwarerelated and technical concepts.
  
• Strong active listening skills and excellent written and oral communication skills.
  
• Excellent Customer Service Orientation.
  
• Strong attention to detail when communicating with customers (verbal & written).
  
• Ability to empathize with customers and convey confidence.
  
• Expertise in working with Microsoft Excel.
  
• Extensive Network knowledge.
  
• Familiarity with Windows Server 2016/2019/2022.
  
• Familiarity with cloud technologies like Office365 Google Suite and Azure platform.
  

• First and all subsequent contact with the customer.
  
• 24*7 support via phone and email.
  
• Basic Level 1 troubleshooting redirect to L2/L3 as required.
  
• Search the knowledge base to verify if reported problems are already known issues with a defined resolution plan.
  
• Impact analysis with the accurate classification of reported issues to ensure appropriate
  
• prioritization.
  
• Replication of the reported issue in an appropriate customer environment.
  
• Initial triage to isolate unsupported 3rd party issues from the potential root cause.
  
• Information gathering to ensure complete availability of details required for root cause analysis.
  
• Provision of technical resolution or problem workaround.
  
• Problem routing/escalation to second/third level support or third parties where required.
  
  

• Freshers (any IT Graduate) with a good understanding of computer networks and desktoplevel
  
• Troubleshooting techniques.
  
• Should be ready to work in a 24/7 work environment.
  
• Excellent communication skills to communicate with international clients.
  
• Good probing skills & Analytical skills would be an added advantage.
  
• Good knowledge of Microsoft tools like Word Excel PowerPoint etc.
  
• Above average knowledge of network tools LAN & WAN.
  

Benefits

• Provident Fund
  
• Annual Bonuses
  
• Performance bonuses
  
• Employees State Insurance Corporation
  
• Medical Insurance
  
• Night Allowances
  
• Pick and Drop facilities (Only for Female Staff)
  
• Day outs for Staff
  
• Team Parties
  
• Maternity/Paternity leaves
  
• Retirement Benefits
  
• National and International tour packages after successful completion of service as per company policies
  
• Paid Time Off
  
• Flexible work schedules and workplace perks like onsite snacks
  
• Flexible working