L1 Support Engineer (Associate)

Infogain Corp; Dadri; On-site; INR 300,000 - 600,000; Full time

Job summary

An established industry player is seeking a dedicated L1 Support Engineer to provide exceptional customer service and technical support. In this role, you will be responsible for managing trouble tickets, providing first-level problem resolution, and ensuring user satisfaction in a fast-paced environment. The ideal candidate will possess strong communication and interpersonal skills, along with a passion for helping others. Join a dynamic team that values innovation and customer-centric solutions, and contribute to enhancing user experiences across various platforms. If you thrive in a collaborative environment and have a knack for problem-solving, this opportunity is perfect for you.

Qualifications

• 2+ years of experience in customer/user support roles.
• Strong analytical and problem-solving skills required.

Responsibilities

• Log and track trouble tickets, ensuring resolution within the system.
• Provide first-level problem resolution via telephone support.

Skills

Customer Service

Communication Skills

Problem-Solving

Service Desk Agent

Microsoft Windows

Analytical Skills

Multi-tasking

Interpersonal Skills

Tools

ServiceNow

VPN

Job description

L1 Support Engineer (Associate) with skills Service Desk Agent, Servicenow, Infrastructure Support L1, Cloud Fundamentals for location Noida, India

Job Location – Noida /work from Office/ Night Shift

Candidate Location – Noida

Responsibilities:

1. Agent logs, receives and tracks trouble tickets, assigns them to a technical specialist for action and ensures that their tickets are resolved/closed out within the ticketing system.
2. Provides telephone support to end-users on hardware, software and other store system related issues.
3. Provides first-level problem resolution on the telephone with users; classifies level, priority and nature of problem.
4. Opens, tracks, takes ownership of issues and promotes end-user satisfaction; tracks activities of technical support specialists to whom tickets were assigned.
5. Works with Level 2 and other escalation points to resolve technical issues.
6. Provides Remote Access Support through various VPN connections.
7. Provides a high level of customer service in a fast-paced environment with phone calls, emails, and messaging.
8. Follows up with existing tickets/inquiries, as appropriate.
9. Accurately classifies and records details of inquiries into a web-based ticketing system.
10. Effectively manages/prioritizes time to ensure that minimum Service Levels are met and/or exceeded.

Must Have:

1. Strong team player
2. Excellent written and verbal communication skills.
3. The ability to learn quickly and independently.
4. Be passionate about helping people and resolving issues.
5. Initiative to use available solution articles and resources to solve problems and take ownership of ticketed issues.
6. Must be self-directed at troubleshooting issues; understand documented service levels and know when/who to escalate an issue to the next level of support.
7. Strong interpersonal skills are required.
8. Ability to understand that user needs are just as important as uncovering the technical solution.
9. Strong attention to detail, organizational skills and ability to follow-through.

Required Skills:

1. Minimum of (2) years experience in a customer/user support role.
2. Minimum of (1) year experience working with Microsoft Windows client or server operating systems.
3. Minimum of (1) year experience in diagnosing and resolving PC, server, and printer problems.
4. Strong customer service, verbal and written communication skills required.
5. Strong interpersonal communication and customer service skills.
6. Ability to quickly learn business applications and apply this knowledge to assist end users.
7. Proficient in Windows 7 and use of the Internet.
8. Must have the ability to multi-task and work well in a fast-paced team environment.
9. Must have strong analytical and problem-solving skills.
10. Ability to maintain a friendly, upbeat and positive attitude.

EXPERIENCE

• 2-3 Years

SKILLS

• Primary Skill: Service Desk Agent
• Sub Skill(s): Service Desk Agent
• Additional Skill(s): Servicenow, Infrastructure Support L1, Cloud Fundamentals

ABOUT THE COMPANY

Infogain is a human-centered digital platform and software engineering company based out of Silicon Valley. We engineer business outcomes for Fortune 500 companies and digital natives in technology, healthcare, insurance, travel, telecom, and retail & CPG industries using technologies such as cloud, microservices, automation, IoT, and artificial intelligence. We accelerate experience-led transformation in the delivery of digital platforms. Infogain is also a Microsoft (NASDAQ: MSFT) Gold Partner and Azure Expert Managed Services Provider (MSP).

Infogain, an Apax Funds portfolio company, has offices in California, Washington, Texas, the UK, the UAE, and Singapore, with delivery centers in Seattle, Houston, Austin, Kraków, Noida, Gurgaon, Mumbai, Pune, and Bengaluru.