Location: Chennai (Perangudi)
Experience: 3 - 6 Years
Type: Work from Office
Notice Period: 15 Days
We are looking for a motivated and organized System Engineer L1 to join our team. The successful candidate will provide first-level technical support, maintenance, and installation of hardware and software systems. We are looking for someone who can work independently, has excellent problem-solving skills, and possesses strong communication skills to join our IT support team at NetConnect Global. We would love to hear from you if you have what it takes.
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Responsibilities:
- As a System engineer, you will assist end users with application problems, system administration issues, or network concerns.
- Diagnose, prioritize, troubleshoot, and resolve IT incidents reported by the users via telephone, chat, email, or walk-ins.
- You must maintain high customer service for all support queries and adhere to all service management principles.
- Configuring new systems, imaging / re-imaging of new systems, OS Installations & imaging, Application Software Installation & Deployments.
- You must be able to troubleshoot fundamental network issues, such as ADSL broadband issues, and escalate unresolved calls to the infrastructure support team.
- Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
- Must have Active Directory knowledge, creating user accounts, resetting passwords, creating groups etc.
- The ability to maintain and fine-tune a high degree of customer service for all support queries and adhere to all service management principles.
- Take ownership of user problems, resolve the issues on behalf of the user, and communicate progress on time.
- Log all contacts and document all the activities and results accurately and entirely within the incident management tool.
- Identify and escalate tickets requiring urgent attention and action.
- You will be responsible for dealing with and resolving helpdesk requests.
- Log all calls in the Service Desk Call Logging system (Remedy)
- You will be responsible for typical support activities like incident management related to Windows, MAC and Linux platforms using call logging procedures.
- Responsible for providing Level 1 Support and Level 1.5 Support.
Skills Required:
- Mandate-Resolving end-user issues related to AD, ServiceNow, Service desk, Remote support, Outlook, OST/PST, Mac & Windows OS repair, VPN, Firewall, Wi-Fi.
Additional Requirements
- Publishing support documentation to assist staff with requests for information & provide staff training if required.
- Provide stats for the weekly Service Desk report on call trends.
- Open to working in a 24x7 environment with rotating shifts and weeks off.
What We Offer:
- Career and competence support.
- Clearly defined career paths
- Personal Accident Policy
- Paid Maternity Leave and Paternity Leave
- Employee Assistance Program
- Gratuity
- Relocation Assistance
- Open Door Policy
- Disability Income Protection
- Equal Employment Opportunity