Position Title: L1/L2 Support Associate Reporting To: Infrastructure Engineer Location: Bangalore Job Description The L1/L2 Support Associate provides technical assistance and support to end-users / clients facing IT-related issues. The L1/L2 Support Associate acts as the first line of assistance, handling a wide range of technical issues, performs troubleshooting and escalates complex problems to the Infrastructure Engineer. Requirements Qualifications - Bachelor's degree in Computer Science, or a related field - 1-3 years’ experience in handling troubleshooting for issues relating to of computer hardware, operating systems (e.g., Windows, macOS) and common software applications. Key Responsibilities - First Point of Contact: Be the first point of contact for end-users who have IT problems or queries. They receive requests via phone, email, or ticketing systems. - Issue Triage: Assess the severity and nature of reported issues and try to resolve common and straightforward problems. Escalate unresolved issues t the Infrastructure Engineer. - Password Resets: Handle routine tasks like password resets, account unlock, and basic account management. - Hardware and Software Troubleshooting: Troubleshooting basic hardware and software problems, including installing, configuring, and updating software. - Documentation: Maintaining records of incidents, solutions, and frequently asked questions. Creating knowledge base articles for common issues. - Customer Service: Providing excellent customer service by being patient, empathetic, and professional when dealing with end-users. - Remote Assistance: Using remote desktop tools to assist end-users in resolving issues. - Security: Implementing and enforcing security policies and helping to identify and mitigate security threats. - Project Involvement: Involvement in IT projects such as system upgrades, migrations, and deployments. - Documentation and Training: Creating documentation for end-users and providing training when necessary. Technical Skills and Competencies - Strong knowledge of computer systems, hardware, software, and network infrastructure. - Proficiency in troubleshooting technical issues. - Problem-solving skills to diagnose and resolve common IT issues, such as password resets, software installations, and network connectivity problems. - Ability to create and maintain detailed documentation for troubleshooting procedures, solutions, and knowledge based articles. - Collaborate with other IT teams and specialists to resolve complex issues and contribute to projects. - Familiarity with scripting languages like Python and an understanding of automation tools for system administration. - Excellent customer service skills, including patience and empathy - Excellent MS Office Skills Personal Competencies - Effective communication and collaboration skills to work closely with various teams - Excellent problem-solving skills to identify and resolve technical challenges. - Experience working across organizational boundaries on a local and global basis. - Excellent oral and written communications skills and experience interacting with both multiple teams. - Be a Solid Team Player and a Global Player. - Adapt to change with ease. - Be able to provide value add by going the extra mile. - Having an interest in building a conscious and sustainable world. The ability to understand impacts and how to solve global challenges around sustainability and Climate Change