L1 IT Support Engineer

General Description Responsibilities :- Adhering to SLAs ITIL Processes awareness and adhering to Reporting to the Track Lead / Team Lead Assiting in creating tickets for Walk In users coming with IT Issues Troubleshooting technical issues Ensuring that the processes are adhered to Tracking work tickets on ITIL based ticketing system like Service Now & Remedy Improves and maintains customer and employee satisfaction Performing asset inventory activities as needed Create documentation for process and procedures Break-fix, troubleshoot and resolve software issues, diagnosing hardware related issues and process is accordingly Providing frontline customer support at the Genius Bar, including hardware and software troubleshooting and diagnosis. Technical Requirements Required Skills / Qualifications: • Strong Customer service skills • Strong written and verbal communication skills • Should have experience in customer handlng in technical field • Should know Windows 10 / Mac OS X( their applications and their troubleshooting ) • Should be able to diagnose hardware faults in the laptops and its peripherals • Strong experience in troubleshooting MS office - O365 (Outlook, Word, Excel, Powerpoint , onedrive, sharepoint,onenote ,etc) • Should have a good knowledge of computer parts and their features, also should know how to load OS • good Skills in handling Apple devices and their applicatons ( Adobe / Photoshop / Office / Fonts, etc ) • Good knowledge of mobile and hand held devices ( both Adroids and iOS ) and its security ( Mobile Iron / Airwatch etc ) • Knowledge in windows Image build process and SCCM pushes. • Basic understanding of Audio/Video equipment, and conferencing. • knowledge on Active Directory, encryption , anti virus. Soft Skills - Excellent communication and conversation skills (Verbal and Written) - Good documentation skills - Should have a great customer handling skills ( Very Important ) - Able to handle unforeseen situations - High level of acceptance - Can drive HCL's value and its methodology Other Skills / Experience Must have professional experience using various Windows desktop operating systems. Good analytical and reasoning skills Years of Experience • Min 3+ years in tech support ( Customer Serivice ) with hands on experience in troubleshooting computer hardware