L1 IT Support

Stemz; Gurugram District; On-site; INR 350,000 - 520,000; Full time

Job summary

Stemz is seeking an Application Support Engineer to handle tickets related to hardware, software, applications and networking. You will install, upgrade and troubleshoot Windows, Office, printers, and peripheral devices, and monitor desktops and notebooks with network access.

You will perform remote and on-site troubleshooting, document issues and solutions, and follow up on tickets within SLA. A customer-oriented attitude and willingness to work round-the-clock with occasional travel are

Qualifications

• Proven work experience as an Application support Engineer or similar role.
• Excellent problem-solving and multitasking skills.
• Customer-oriented attitude with strong communication.
• Flexible to support round-the-clock operations.
• Ability to communicate clearly in a polite and friendly manner.
• Knowledge of network and antivirus programs.
• Basic knowledge of software languages and databases.

Responsibilities

• Address user tickets regarding hardware, software, applications and networking.
• Install, upgrade, support and troubleshoot Windows, Microsoft Office products and other authorized desktop applications.
• Install, upgrade, support and troubleshoot printers and peripheral equipment.
• Monitor, operate, manage, troubleshoot and restore services on PCs or notebooks with network access.
• Perform on-site remote troubleshooting and provide clear instructions.
• Record technical issues and solutions; contribute to knowledge base.

Skills

Problem solving

Multitasking

Customer focus

Communication skills

Team player

Willingness to learn

Tools

Ticketing system

Remote support tools

Job description

Responsibilities:

• Address user tickets regarding hardware, software , Applications and networking
• Install, upgrade, support and troubleshoot Windows, Microsoft office products and any other authorized desktop applications
• Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment
• Responsible for monitoring, operating, managing, troubleshooting, and restoring to service any terminal service client, personal computers (PC) or
• notebooks that has authorized access to the network
• Knowledge of network and anti-virus programs
• Ability to perform on-site remote troubleshooting and provide clear instructions
• Address Resolve user tickets raised via email , Phone , Ticket System , Whats app ,any Authentic Channel.
• Walk users through applications sessions , Queries , training resolution
• Interact with End User, understand Query , resolve , escalation , if required.
• Guide users with simple, step-by-step instructions
• Conduct remote troubleshooting
• Test alternative pathways until the resolution of an issue
• Record technical issues and solution
• Direct unresolved issues to the next level of support personnel
• Follow up with users on Tickets and get them resolved within TAT.
• Report users feedback
• Help create technical documentation and manuals
• Supervising the administration of systems to ensure availability of services to authorized users.
• Basic Knowledge of Software Languages and Database.
• Proven work experience as an Application support Engineer or similar role.
• Excellent problem-solving and multitasking skills
• Customer-oriented attitude
• Flexible to support round-the-clock operations
• Flexibility to some travelling
• Ability to communicate in an understandable, polite, and friendly manner, both written and verbal desire to grow and learn new technologies
• Team spirit