L1 Support Engineer Resume Samples

Description :

1. Addressed users' tickets regarding hardware, software, and networking.
2. Maintained and administered computer networks and related computing environments.
3. Resolved technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
4. Managed file servers and printer servers.
5. Managed hardware and software assets.
6. Able to create accurate network diagrams and documentation for designing and planning network communication systems.
7. Responsible for handling Outlook and mailbox-related issues.

Experience

10+ Years

Level

Management

Education

BSc CS

Description :

1. Assisted users in connecting to video conferencing applications.
2. Walked customers through installing applications and computer peripherals.
3. Asked targeted questions to diagnose problems.
4. Conducted remote troubleshooting.
5. Provided 24x7 1st-level support (12hrs shift helpdesk & onsite) for DXC Support Teams, Clients and Client’s 3rd Parties Vendors.
6. Provided 1st level troubleshooting to customers.
7. Responded to customer calls in a professional and courteous manner.

Experience

7-10 Years

Level

Senior

Education

BSc CS

Description :

1. Responsible for logging calls and ensure all calls contain clear problem description, resolution and all activities carried during resolution of the problems with the customers.
2. Attended Daily Operations Review Meeting.
3. Able to do initial diagnostic, categorization, set priority, dispatch job.
4. Able to support and coordinate with Support teams in incident/problem investigation and resolution.
5. Able to identify incident trends to elevate incidents in accordance with standard operating procedures.
6. Ensured timely case attention, resolution, escalation and closure, so that SLA is met.
7. Ensured timely escalation of major and critical incidents.

Experience

0-2 Years

Level

Fresher

Education

BSc CS

Description :

1. Ensured timely submission of daily and periodic statistics and reports.
2. Ensured timely reporting of service outages or degradation and/ or batch failures.
3. Contributed and Submitted knowledge requested if found lacking in the knowledgebase.  
4. Liaised with internal and external vendors to satisfy customer queries.
5. Proactively assisted customers to avoid or reduce problem occurrence.
6. Actively pursued continuous Improvement initiatives to improve the overall performance of the service desk.
7. Expert with Managed Services, IT Integration and/or consulting experience a plus.

Experience

2-5 Years

Level

Junior

Education

BSc IT

Description :

1. Able to work independently and/or in a team environment.
2. Able to deliver valuable and professional IT services to external clients.
3. Ensured that assigned infrastructure was configured, installed, tested, and operational, and performed necessary checks, applied monitoring tools, and responded to alerts.
4. Identified problems and errors before or when they occur.
5. Investigated first-line support calls assigned to them and identified the root cause of incidents, events, and problems.
6. Escalated requests and exceptions to the 2nd line support team when needed.
7. Ensured the preparation of assets and tools for new users (employees) by installing software and hardware to computers and assisting with the configuration of devices for users who choose to bring their own devices to work.

Experience

7-10 Years

Level

Senior

Education

BSc CS

Description :

1. Identified the problem, incident or event, performed root cause analysis on events, problems, and incidents, and documented the actions required.
2. Ensured the implementation of a resolution and recovery, ensuring compliance with the relevant processes and policies.
3. Provided first-level technical support to international customers through various channels (phone, email, and chat) and ensure prompt, courteous, and professional responses to their queries.
4. Diagnosed and troubleshot technical problems reported by customers, following documented procedures and utilizing available resources and knowledge.
5. Maintained accurate and detailed records of customer interactions, issues, and solutions in the company’s ticketing system.
6. Escalated complex or unresolved issues to the appropriate level of support according to established escalation paths.
7. Kept up-to-date on the organization's products, services, and technologies to provide accurate and relevant information to customers.

Experience

0-2 Years

Level

Entry Level

Education

BSc CS

Description :

1. Clearly and effectively communicate technical information to non-technical customers, both in written and spoken form.
2. Ensured a high level of customer satisfaction by delivering exceptional support and maintaining a customer-centric attitude.
3. Provided feedback to the IT team and relevant departments on recurring issues, common trends, or potential improvements based on customer feedback.
4. Ensured compliance with Service Level Agreements (SLAs) and response times to meet or exceed customer expectations.
5. Identified and suggested possible improvements on procedures.
6. Provided first-level technical support to US customers through various channels (phone, email, and chat) and ensure prompt, courteous, and professional responses to their queries.
7. Prepared reports as per the requirement of the project and training given.

Experience

0-2 Years

Level

Entry Level

Education

BSc IT

Description :

1. Responsible for performing remote troubleshooting through diagnostic techniques.
2. Followed the ticketing process closure.
3. Tracked tickets and prepared presentations every week.
4. Maintained and updated the stock.
5. Directed unresolved issues to the next level of support personnel.
6. Recorded events and problems and their resolution in logs.
7. Prepared RCA for issues and resolution given to the customer.

Experience

2-5 Years

Level

Junior

Education

BSc IT

Description :

1. Responsible for the day-to-day operation and support of IOT services.
2. Possessed a solid understanding of TLS and UDP protocols and their application in a networking environment.
3. Demonstrated an understanding of cloud basics, including cloud networking and the ability to automate network-related tasks in a cloud environment.
4. Performed regular technical analysis to ensure the optimization, readiness, and quality of the IOT domain.
5. Collaborated with internal teams, and vendors to resolve escalated technical issues and implement corrective actions.
6. Conducted testing and verification of any new configurations to ensure they meet service requirements.
7. Generated reports, analyze service and operational KPIs, and contribute to the improvement of processes and procedures.

Experience

7-10 Years

Level

Consultant

Education

BSc CS

Description :

1. Exhibited strong logging and troubleshooting skills, promptly identifying, and resolving network issues using automation tools and scripting techniques.
2. Handled communications with different domain or engineering and operation teams.
3. Took ownership of network-related problems, ensured timely resolution, and provided detailed incident reports.
4. Helped resolve software and technical questions for the customer efficiently and effectively.
5. Gathered the required information necessary in order to best handle customer software and technical inquiries.
6. Managed customer expectations regarding estimated response times for issue resolution.
7. Resolved the issues through phone chat and email communication channels.

Experience

10+ Years

Level

Management

Education

BSc IT