L1 IT Support Engineer (Immediate Joiners only)

Advait Techserve; Pune District; On-site; INR 300,000 - 520,000; Full time

Job summary

Advait Techserve is seeking a proficient IT Helpdesk/Support Analyst in Pune to deliver first-level technical support for hardware, software, and peripherals. You will respond to tickets via phone, email, and in-person, diagnose issues, document solutions, and escalate complex cases as needed.

The role requires good problem-solving, knowledge of Office 365/AD, and the ability to learn new technologies while providing clear communication to non-technical users.

Qualifications

• Provide first-level technical support to end-users via phone, email, and in-person.
• Diagnose and resolve hardware, software, and network issues.
• Log, track, and manage support tickets using the IT service management system.
• Maintain accurate records of user issues and solutions in the knowledge base.
• Assist with installation, configuration, and deployment of IT equipment and software.
• Provide basic training to end-users on software and hardware usage.
• Escalate complex issues to 2nd Line Support or other relevant teams as necessary.
• Ensure all support activities comply with company policies and procedures.

Responsibilities

• Log, track, and manage support tickets using the IT service management system.
• Documentation: Maintain accurate records of user issues and solutions in the knowledge base.
• Installations: Assist with the installation, configuration, and deployment of IT equipment and software.
• User Training: Provide basic training to end-users on software and hardware usage.
• Escalation: Escalate complex issues to 2nd Line Support or other relevant teams as necessary.
• Compliance: Ensure all support activities comply with company policies and procedures.

Skills

Strong communication

IT problem solving

Customer service

Learn new tech

Microsoft Office

Windows OS knowledge

Office 365 AD/Exchange basics

Tools

Office 365

Exchange Groups

SharePoint permissions

Printer setups

Alert log investigations

Windows Server

Active Directory

Job description

Providing first technical support to end users on various issues and problems relating to hardware, software, and peripherals. You will also be responsible for responding to, documenting, and resolving service tickets in a timely manner. You must have excellent problem-solving skills to diagnose, evaluate and resolve complex problems, or when appropriate, escalated or route them appropriately. You will also perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention.

• User Support: Provide first-level technical support to end-users via phone, email, and in-person.
• Troubleshooting: Diagnose and resolve hardware, software, and network issues.
• Ticket Management: Log, track, and manage support tickets using the IT service management system.
• Documentation: Maintain accurate records of user issues and solutions in the knowledge base.
• Installations: Assist with the installation, configuration, and deployment of IT equipment and software.
• User Training: Provide basic training to end-users on software and hardware usage.
• Escalation: Escalate complex issues to 2nd Line Support or other relevant teams as necessary.
• Compliance: Ensure all support activities comply with company policies and procedures. Desirable skills/knowledge Word, excel, outlook, User creation, Office 365, Exchange groups management, Mobile device setup, Software installs, SharePoint permissions, Printer setups, Alert log investigations

Skills And Experience:

• Ability to communicate clearly with non-tech savvy co-workers
• Demonstrated experience of working with IT
• Strong knowledge of technology and various software systems
• Experience administering Office 365, Windows Server, and Active Directory (AD) is desirable but not essential
• Ability to learn new tech-gadgets, software systems and use them effectively
• Experience supporting Microsoft Office products
• Knowledge of Microsoft based desktops and server operating systems
• Excellent interpersonal skills via telephone and in writing