Neugene International Inc Hiring For GSD L1 Support Engineer – IT at Bengaluru / Bangalore Full Time

Following are the details for the position of Global Service Desk L1 Support Engineer

Position: GSD L1 Support Engineer
Location: Bengaluru, India
Qualification: B.E./ B. Tech.
Relevant experience: 2.5 – 5 years

Essential Skills:

1. Good verbal and written communication in English with strong customer handling skills.
2. Sound technical troubleshooting knowledge on – MS Outlook, VPN issues, Wi-Fi issues related issues.
3. Good Knowledge on MS Office 365, creation of Active Directory accounts, ticketing tools (Service Now, Remedy).
4. Good knowledge on ITSM concepts (Incident management, Service Requests management).
5. IT certifications (ITIL) are a plus.

Job Responsibilities:

1. Respond to incoming calls, emails, and tickets from users seeking technical assistance.
2. Log all incidents and service requests in the ticketing system and ensure accurate documentation.
3. Provide first-level troubleshooting and support for common IT issues related to hardware, software, and network connectivity based on SOP and KEDB.
4. Escalate complex problems to Level 2 or Level 3 support teams as needed.
5. Follow up with users to ensure that technical issues are resolved in a timely and satisfactory manner.
6. Maintain a high level of customer service and professionalism in all interactions with users.
7. Participate in knowledge sharing and training sessions to enhance technical skills and expertise.

Compensation: Competitive + other benefits