L1 IT SupportPasayPermanent RoleResponsibilitiesAddress user tickets regarding hardware, software , Applications and networkingInstall, upgrade, support and troubleshoot Windows, Microsoft office products and any other authorized desktop applicationsInstall, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipmentResponsible for monitoring, operating, managing, troubleshooting, and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the networkKnowledge of network and anti-virus programsAbility to perform on-site & remote troubleshooting and provide clear instructionsAddress & Resolve user tickets raised via email , Phone , Ticket System , Whats app ,any Authentic Channel.
Walk users through applications sessions , Queries , training & resolutionInteract with End User, understand Query , resolve , escalate , if required. Guide users with simple, step-by-step instructionsConduct remote troubleshootingTest alternative pathways until the resolution of an issueRecord technical issues and solutionDirect unresolved issues to the next level of support personnelFollow up with users on Tickets and get them resolved within TAT. Report users’ feedbackHelp create technical documentation and manualsSupervising 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 skillsCustomer-oriented attitudeFlexible to support 'round-the-clock' operationsFlexibility to some travellingAbility to communicate in an understandable, polite, and friendly manner, both written and verbal desire to grow and learn new technologiesTeam spirit
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