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Tech Support

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Virtusa

10d ago

  • Job
    Full-time
    Entry & Junior Level
  • Customer Relations
    IT & Cybersecurity

AI generated summary

  • You need a bachelor's in IT or related field, 0-2 years in tech support, strong communication, problem-solving skills, PC and basic network knowledge, and comfort in a 24/7 fast-paced environment.
  • You will log and prioritize support requests, provide first-level assistance, escalate issues, document solutions, ensure ticket resolution within SLA, and manage compliance tickets efficiently.

Requirements

  • Bachelors degree in computer science, Information Technology, or related field, IT-related certifications (e.g., CompTIA A) are a plus.
  • 0-2 years of experience in a technical support role.
  • Strong verbal and written communication skills.
  • Excellent Customer handling skills.
  • Excellent problem-solving skills.
  • PC support, a basic understanding of networks, good knowledge of MS suite of products like MS Office, Outlook etc.
  • Basic understanding of Windows and Mac OS.
  • Comfortable to work in 24/7 environment, motivated to work in a fast-paced environment and handle multiple tasks simultaneously.
  • Good understanding of operational frameworks like ITIL and operations process.

Responsibilities

  • Log, categorize, and prioritize incoming incidents and service requests via phone, email, and chat.
  • Provide first-level support for basic technical assistance, including password resets, software installations etc.
  • Maintain clear and concise communication with end-users, keeping them informed of the status of their requests.
  • Escalate unresolved issues to L2 or appropriate teams within expected timeframe.
  • Document/Update the solutions and knowledge base articles for future reference (5 documents per week).
  • Ensure all tickets are resolved within the agreed SLA (Service Level Agreement) and timely follow up with users to ensure satisfaction.
  • Ensure compliance tickets are being addressed on priority and are resolved within 5 working days.
  • Hands-on experience on One Drive, Intune, Teams, and O365 applications.
  • Experienced in MAC OS X Mojave, High Sierra, and Catalina.
  • Deploying remote installation software.
  • Basic knowledge of SCCM.
  • Good Knowledge of VPN and Network devices.

FAQs

What is the main responsibility of the L1 Service Desk Engineer?

The main responsibility of the L1 Service Desk Engineer is to be the first point of contact for end-users seeking technical assistance, providing support and troubleshooting for issues such as password resets, software installations, and resolving software-related problems.

What kind of support will I be providing in this role?

You will be providing first-level support for basic technical assistance, including password resets, software installations, and troubleshooting software issues over voice, chat, and email.

What qualifications are required for this position?

A Bachelor's degree in computer science, Information Technology, or a related field is required. IT-related certifications, such as CompTIA A, are a plus, along with 0-2 years of experience in a technical support role.

Is prior experience necessary for this role?

While prior experience is not mandatory, having 0-2 years of experience in a technical support role is preferred.

What technical skills are important for this position?

Important technical skills include hands-on experience with One Drive, Intune, Teams, and O365 applications, as well as familiarity with MAC OS X Mojave, High Sierra, Catalina, and basic knowledge of SCCM, VPN, and network devices.

What are the expected working hours for this position?

The role requires a willingness to work in a 24/7 environment, meaning candidates should be flexible and prepared to work shifts, including nights and weekends.

How many knowledge base documents are expected to be created weekly?

The expectation is to document and update solutions and knowledge base articles for future reference, with a target of 5 documents per week.

What customer service skills are required for this role?

Strong verbal and written communication skills, excellent customer handling abilities, and outstanding problem-solving skills are essential for providing effective technical support.

How do I handle unresolved issues?

You should escalate unresolved issues to L2 or the appropriate teams within the expected timeframe to ensure timely resolution.

What operational frameworks should I be familiar with?

A good understanding of operational frameworks like ITIL and operational processes is important for this role.

Business transformation that lasts starts with Engineering First.

Technology
Industry
10,001+
Employees
1996
Founded Year

Mission & Purpose

Virtusa Corporation provides digital engineering and technology services to Forbes Global 2000 companies worldwide. Our Engineering First approach ensures we can execute all ideas and creatively solve pressing business challenges. With industry expertise and empowered agile teams, we prioritize execution early in the process for impactful results. We combine logic, creativity and curiosity to build, solve, and create. Every day, we help clients engage with new technology paradigms, creatively building solutions that solve their most pressing business challenges and move them to the forefront of their industry.