||IT L1 Support/Maintenance Engineer
Praxia is a tech-enabled indirect spend aggregator that acts as a one stop shop to businesses for all their indirect spend needs such as laptops, office and warehouse supplies, packaging etc.
On the platform, businesses utilise their combined purchasing power across categories to get better pricing, access to credit and convenience of a single supplier (Praxia). On the other hand, strategic sourcing enables vendors to maximise earnings, rotate inventory and extend their business line.
The long-term vision is to become the one stop shop to businesses by improving the customer purchase experience across indirect spend categories.
The founding team is IIM Ahmedabad and FMS Delhi alumni, and have worked in organisations such as PwC, Unilever, OfBusiness, UC & Amazon. The business has seen early traction, and is growing at 60% month on month.
- All Support Jobs to Users.
- Closure of Tickets Actively.
- Troubleshooting of System and Network Issues.
- Checklist Preparation and Active reporting.
- Installation of all respective Softwares/OS/Office/Tools.
- Maintenance of Printers.
- Training to Users if required.
- On-Time Work completion.
- Learning Skills to deliver more jobs.
Good Knowledge of Networking/Network Cabling/Switches.
Installation of updated softwares/OS/tools.* Experience in Managing/Troubleshooting/Installation of Desktops/Laptops/Printers.
Experience of using/managing Active Directory users.
Knowledge of Server hardware and OS Installation will be a Plus.
Having Knowledge of settings an BPO agent workstation will be a Plus.
Remote Operations over the RDP, Any desk, TeamViewer.
Very good at Networking & Internet protocol & troubleshooting.
Knowledge of Firewall, Switches will be an added advantage.
Install, upgrade, support, and troubleshoot for printers, computer hardware, and any other authorised peripheral equipment.
Troubleshooting network connectivity in a LAN/WAN environment.
Provide Telephone / Remote /Physical Support L1 to go physically to customer location if required.
Monitor Tickets & Escalations from the users/IT support.
Baseline/Configuration of Desktops, Laptop and Servers per IT guidelines.
Advanced & TI specific Application Installation & Configuration.
Service Pack, Windows patching & Virus Signature Management.
Windows 7 and Windows 10 troubleshooting.
Laptop and Desktops redeployments (Include DBAN).
Troubleshooting Hardware & Software Related Issues.
Client Accessories Configuration Printer, Fax, Wireless Devices, etc.
Data Backup Client Support.
DNS, DHCP, AD, and Email account management.
WLAN & VPN two factor authentication setup and troubleshooting.
Operational Documentation & Knowledge Base Maintenance.
First line Windows server support.
SCCM client troubleshooting.
Working with hardware vendors on fixing Hardware issues.
Consult and Escalate tickets to 2nd/3rd level support to find resolution.
Order or buy computer systems and liaise with the purchase and supplies department.
Maintain computer peripheral devices like printers and resolve associated problems.
Advanced & TI specific Application Installation & Configuration
Service Pack, Windows patching & Virus Signature Management
Knowledge of network security practices and anti-virus programs.
Conduct remote desktop troubleshooting to end-users along with documentation ticket maintenance.
Maintain technical documentation as may be required.
Working knowledge of Apple iMac, Macbook, Mac Mini and Windows hardware.
Working knowledge of Mac OSX and Windows 7, 10, Microsoft Office 2010-2016.
Working knowledge of Microsoft Office 365 and Active Directory.
The Service Desk Analyst is primarily responsible for
Providing Apple & Windows Laptop and Desktop support over the phone. 2. Providing active directory administration as needed
Providing iOS device support (iPhones, iPads, etc) over the phone.
Assisting customers in setting up Apple Devices over the phone.
Assisting with troubleshooting issues using remote management software.
Using specific tools to diagnose issues, make recommendations for resolution.
Using problem-solving and people skills to ensure swift resolutions to technical issues.
Testing, troubleshooting, and diagnosing computer error messages and failures.
Answering support requests via phone, email or through tickets.
Providing 1 st level triage support for reported incidents and requests.
Learn and become knowledgeable of customer products and services.
Demonstrate effective soft skills, active listening skills and ability to empathise with customer's situation
Effectively manage length of calls/handle time
Promote teamwork and contact centre success
Providing 5-star customer service.
Responsible for handling issues via telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
Respond to and diagnose problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs.