Software Engineer- L1 Helpdesk Support(Networking)

Skills

Looking for professional for Clients' level 1 Helpdesk Support with 1 - 2 years of experience in Computer Operations, Technical and Helpdesk support.

They would be covering out of hours for USA and UK, working based in India.

Skills required

Basic knowledge of IT, including operating systems, hardware, and software

Experience troubleshooting network connections, email servers, and installation issues

Strong communication skills

Ability to multitask and work in a fast-paced environment

Responsibilities

Respond to customer queries via phone, email, chat, or other channels, Follow up with customers

Diagnose and troubleshoot issues, implement solutions to resolve issues

Log and track service requests, issues and resolutions

Identify and suggest improvements and escalate issues to the appropriate team as needed.

Ensure service level targets and performance goals are met

Other duties

Provide technical support for internal and external customers

Maintain call quality and response times

Ensure all cases are updated in the system with proper documentation.

Provide user guidance and training

Create and update documentation for troubleshooting