IT Support Engineer - Level 1

Join Newgen as a Level 1 IT Support Engineer in Noida and become the first point of contact for our end-users. You will be instrumental in providing essential technical assistance, diagnosing and resolving hardware, software, and network issues across various platforms. Your role is crucial in ensuring seamless user productivity and escalating complex challenges to senior IT teams.

Key Responsibilities

End-User Device Support

• Provide first-line support for Windows, Linux, and macOS laptops and desktops.
• Troubleshoot operating system issues including login problems, performance bottlenecks, system updates, and configurations.
• Install, configure, and verify endpoint encryption like BitLocker.
• Manage antivirus software installations, updates, and maintenance.
• Assist with device imaging, re-imaging, and standard configurations according to IT policies.
• Diagnose and resolve hardware faults affecting RAM, storage (HDD/SSD), keyboards, batteries, displays, ports, and peripherals.

Software & Application Support

• Offer basic support for key enterprise applications including Microsoft Teams, Microsoft 365 (Outlook, Email), VPN clients, web browsers, and office productivity tools.
• Assist users with application installation, setup, and authentication problems.
• Troubleshoot email configuration, synchronization, and delivery issues.

Network & Connectivity Support

• Address basic LAN/WAN connectivity issues for both wired and wireless networks.
• Resolve common network problems such as internet access failures, IP conflicts, DNS errors, and restricted network access.
• Support issues related to network printers and shared resources.
• Escalate persistent network issues to Level 2 or specialized Network teams.

Ticketing & Service Request Management

• Accurately log, update, and track all incidents and service requests using the designated IT ticketing system.
• Prioritize tickets effectively to meet defined Service Level Agreements (SLAs).
• Escalate complex or unresolved issues to L2/L3 teams or external vendors as needed.
• Maintain comprehensive documentation of troubleshooting processes and solutions.

Security & Compliance

• Uphold organizational IT security policies and standards.
• Ensure systems are up-to-date with antivirus definitions, OS patches, and encryption requirements.
• Identify and report potential security threats or unusual activities to the IT Security team.

Customer Service Excellence

• Deliver timely, professional, and user-centric technical support.
• Clearly communicate technical information and resolutions to end-users.
• Maintain a consistently high level of customer service in all interactions.

Required Skills & Qualifications

Technical Proficiencies

• Foundational knowledge of Windows, Linux, and macOS operating systems.
• Understanding of networking essentials (LAN/WAN, IP addressing, DNS, DHCP).
• Practical experience with OS troubleshooting, antivirus software, and encryption tools.
• Familiarity with Microsoft Teams, Outlook, and Microsoft 365 suite.
• Basic proficiency in diagnosing desktop and laptop hardware.
• Experience or familiarity with IT ticketing systems.

Essential Soft Skills

• Excellent communication and interpersonal abilities.
• A strong customer service orientation.
• Adherence to Standard Operating Procedures (SOPs).
• Sharp analytical and problem-solving capabilities.
• Ability to work effectively under supervision and escalate appropriately.

Education & Experience

• A Bachelor of Technology (B.Tech) degree in Computer Science, Information Technology, or a related discipline is preferred.
• 0-2 years of experience in IT helpdesk or technical support environments. Fresh graduates with a strong technical aptitude are welcome to apply.
• Relevant certifications such as CompTIA A+, ITIL Foundation, Microsoft 365 Certified: Fundamentals, or Linux Essentials are advantageous.

Key Personal Attributes

• A proactive learner eager to grow and adapt.
• A strong sense of responsibility and accountability.
• The ability to manage multiple tasks efficiently while maintaining meticulous attention to detail.