Engineer
About The Position
Act as a single/first point of contact for phone calls and chats for IT issues and queries Troubleshoot basic (L1 and L2) issues as per standard operating procedure Updating knowledge base as and when required Escalate unresolved calls to appropriate teams Log all calls in Service Now Take ownership of user issues and communicate progress in a timely manner Adhere to defined standards, policies and procedures Participating in persistent group chats2 Compliance with Audit policy Production Support
Requirements
- 2-4 years of experience in desktop support or engineering.
- Knowledge of ITIL practices and service management tools (e.g., ServiceNow).
Nice To Haves
- Windows server experience a plus.
Responsibilities
- Act as a single/first point of contact for phone calls and chats for IT issues and queries
- Troubleshoot basic (L1 and L2) issues as per standard operating procedure
- Updating knowledge base as and when required
- Escalate unresolved calls to appropriate teams
- Log all calls in Service Now
- Take ownership of user issues and communicate progress in a timely manner
- Adhere to defined standards, policies and procedures
- Participating in persistent group chats2
- Compliance with Audit policy
- Production Support
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Professional, Scientific, and Technical Services
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
