End User Support Engineer L1
- NTT DATA
- 1 - 3 years
- Bengaluru
- 18 days ago
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Job Description
Key Responsibilities
Provide exceptional remote technical support to international customers via phone and other communication channels. Troubleshoot and resolve issues related to Desktop PCs, Laptops, and end-user computing. Assist users with application issues, utilizing remote sharing tools as needed. Perform basic networking troubleshooting, including understanding TCP/IP, PING, IPCONFIG, and MAC addresses. Manage Active Directory tasks such as password resets, account unlocks, account updates, and performing cessations. Troubleshoot Microsoft Outlook and provide support for Microsoft O365 and Exchangerelated issues. Utilize ITSM tools, specifically ServiceNow, for ticket management and tracking. Maintain a high level of integrity and customer sensitivity in all interactions. Prioritize tasks effectively and balance work with personal life. Contribute to root cause analysis and demonstrate good reporting and presentation skills (desired). Be a proactive, technology-savvy, and adaptable team player.
Required Skills & Experience
Experience: Minimum 1-4 years of experience as a Service Desk Agent, End User Computing (EUC) Agent, or L1 Engineer. Communication: Excellent verbal and written communication skills with a neutral accent. Prior exposure to working with international customers over the phone is preferred. Technical Proficiency: o Working knowledge of ITSM Tools (ServiceNow preferred). o Strong knowledge of Desktop PC/Laptop troubleshooting.
Understanding of TCP/IP, networking basics, and end-user computing. o Proficiency with technical terms like IP address, PING command, IPCONFIG, Mac address. o Hands-on experience with Active Directory (password resets, account unlocks, updates, cessations). o Expertise in Outlook troubleshooting and knowledge of Microsoft O365 and Exchange. Documentation: Ability to provide proper relieving and experience letters from previous organizations. Justification/supporting documents required for any employment gaps.
Qualifications Full-time Bachelors Degree. Desired Additional
Qualifications & Skills ITIL V3 / ITIL 4 Certification. Azure certification. MCP/MCSE Certified.
Personality & Attitude Excellent understanding of customer service and a strong work ethic. Customer-sensitive with a positive attitude. Good in prioritization and maintains a high level of integrity. Good reporting, root cause analysis, and presentation skills (desired). Technology savvy and proactive with good aptitude levels. Adaptable to team dynamics and a strong team player
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information Security
Role Category: IT Support
Role: Desktop Engineer
Employement Type: Full time
Contact Details:
Company: NTT DATALocation(s): Bengaluru
Keyskills: Euc Exchange Microsoft O365
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