IT Support Engineer L1

SRM Technologies; Chennai District; Hybrid; INR 400,000 - 600,000; Full time

Job summary

SRM Technologies is seeking an IT Helpdesk Support professional to handle onsite and remote user assistance across global locations. The role emphasizes resolving hardware, software, and connectivity issues, along with strong problem-solving and escalation handling.

You will work with ticketing systems and ensure timely updates to internal teams. Ideal candidates have 3+ years in IT, experience with Windows and Mac, and familiarity with tools like G Suite, Slack, ServiceNow, Okta, Zoom.us, and

Qualifications

• Proven 3+ years working experience in Information Technology.
• Experience in supporting both Windows and Mac.
• Experience with collaboration tools ex: G Suite, Slack, ServiceNow, Okta and Zoom.us.
• Experience in Zscaler.
• Support users with email delivery and quarantine issues in Proofpoint.
• Experience supporting Jamf and Intune for device enrollment and management.
• Strong troubleshooting and problem analysis.

Responsibilities

• Ability to resolve issues relatedto printing, desktop hardware, and connectivity issues.
• Provide support onsite and remoteglobal locations.
• Ability to work with a ticketingsystem and provide quality updates to internal customers and internal teams.
• Able to field escalations fromTier 1 and apply advanced troubleshooting to resolve.
• Ability to solve complex supporttickets.
• Follow standard help deskprocedures and recommend changes for continuous improvement.
• Install, make changes and repaircomputer hardware and software.
• Follow-up with employees to ensureissues are resolved.
• Provide employee customerassistance.
• Identify and escape situationsrequiring urgent attention, able to redirect problems to appropriate resources.
• Handle user access requests withinsecurity guidelines.
• Configure and deploy laptops in ananaged environment.
• Identify computers that are inneed of replacing.
• Log all help desk interactions inticketing system.
• Expand our ever-improvingautomated helpdesk BOT system
• Responding to crisis situations ina timely manner
• Meet team performancerequirements.
• Quick learner, thorough, accurate,organized, and productive
• Comfortable working in a fast-paced environment
• Must be highly motivated with theability to self-start, prioritize, multi-task and work in a team setting
• Oral and written communicationskills
• Ability to work in English

Skills

Windows

Mac

G Suite

Slack

ServiceNow

Okta

Zoom.us

Zscaler

Proofpoint

Jamf

Intune

English

Tools

ServiceNow

Okta

Jamf

Intune

Zscaler

Proofpoint

Zoom.us

G Suite

Job description

• Ability to resolve issues relatedto printing, desktop hardware, and connectivity issues.
• Provide support onsite and remoteglobal locations.
• Ability to work with a ticketingsystem and provide quality updates to internal customers and internal teams.
• Able to field escalations fromTier 1 and apply advanced troubleshooting to resolve.
• Ability to solve complex supporttickets.
• Follow standard help deskprocedures and recommend changes for continuous improvement.
• Install, make changes and repaircomputer hardware and software.
• Follow-up with employees to ensureissues are resolved.
• Provide employee customerassistance.
• Identify and escape situationsrequiring urgent attention, able to redirect problems to appropriate resources.
• Handle user access requests withinsecurity guidelines.
• Configure and deploy laptops in anmanaged environment.
• Identify computers that are inneed of replacing.
• Log all help desk interactions inticketing system.
• Expand our ever-improvingautomated helpdesk BOT system
• Responding to crisis situations ina timely manner
• Meet team performancerequirements.
• Quick learner, thorough, accurate,organized, and productive
• Comfortable working in a fast-paced environment
• Must be highly motivated with theability to self-start, prioritize, multi-task and work in a team setting
• Oral and written communicationskills
• Ability to work in English

RelevantExperience

• Proven 3+ years working experiencein Information Technology
• Strong computer skills andinterest
• Experience in supporting bothWindows and Mac.
• Experience with collaborationtools ex: G Suite, Slack, ServiceNow, Okta and Zoom.us.
• Experience in Zscaler.
• Support users with email deliveryand quarantine issues in Proofpoint.
• Experience supporting Jamf andIntune for device enrollment and management.
• Strong troubleshooting and problemanalysis