/ SW Inside Support Engineer-L1

SW Support Engineer - L1

Desired Experience in Years : 1-3 years
Number of Openings : 1
Location/s : Hyderabad
Salary Range : 2 LPA to 3 LPA plus other allowances
As an Inside Support Engineer in the L1 category, your primary responsibility is to troubleshoot and resolve issues related to servers and workstations. You will be part of a dynamic team that provides technical support to our clients, ensuring the smooth functioning of their IT infrastructure.

In this role, you will be responsible for diagnosing and resolving hardware and software issues related to servers and workstations. You will handle incoming support tickets or calls, gather necessary information from users, and provide timely and effective solutions. Your expertise will be crucial in troubleshooting problems, analyzing system logs, and identifying root causes to ensure a quick and accurate resolution.

As an Inside Support Engineer, you will play a vital role in maintaining customer satisfaction by delivering exceptional service and resolving technical issues promptly. Your strong communication skills will be essential in effectively explaining complex technical concepts to non-technical users and providing step-by-step instructions for issue resolution.

To excel in this role, you should stay updated with the latest technologies and industry trends related to servers and workstations. You must be proactive in expanding your knowledge and skills through self-learning and training opportunities. Attention to detail, strong analytical abilities, and a methodical approach to problem-solving will be key to your success.

Overall, as an Inside Support Engineer in the L1 category, you will contribute to the overall efficiency and reliability of IT systems by promptly addressing and resolving server and workstation-related issues. Your dedication to providing excellent customer support and your technical expertise will be instrumental in ensuring a seamless IT experience for clients and end-users.


Top 10 Responsibilities

Top 10 Responsibilities of an Inside Support Engineer (L1) for troubleshooting issues related to Servers & Workstations:

  1. Troubleshooting: Identify and resolve hardware and software issues related to servers and workstations by analyzing symptoms, diagnosing problems, and implementing appropriate solutions.

  1. Issue Management: Manage and prioritize incoming support tickets or calls, ensuring prompt and effective resolution of issues while adhering to service level agreements (SLAs).

  1. Customer Support: Provide excellent customer service by actively listening to users' concerns, empathizing with their frustrations, and communicating technical solutions in a clear and understandable manner.

  1. Incident Documentation: Maintain accurate and detailed documentation of all incidents, including issue description, troubleshooting steps, and resolution, ensuring knowledge base articles are up-to-date for future reference.

  1. Escalation Management: Escalate complex or critical issues to higher support tiers or senior engineers, ensuring timely resolution and minimizing downtime for clients.

  1. Collaboration: Collaborate with cross-functional teams, including network administrators, system administrators, and software developers, to resolve complex issues that require collective expertise.

  1. Remote Assistance: Provide remote support to clients by accessing their systems and performing necessary troubleshooting and maintenance tasks.

  1. System Monitoring: Monitor server and workstation performance, conduct regular health checks, and proactively identify potential issues or areas for optimization.

  1. Customer Training: Provide basic training and guidance to end-users on best practices for server and workstation usage, ensuring they are equipped to handle routine tasks and troubleshoot minor issues.

  1. Continuous Learning: Stay updated with the latest technologies, industry trends, and best practices related to servers and workstations. Actively participate in training programs and seek opportunities for self-improvement to enhance technical skills and knowledge.



Top 10 Requirements

Top 10 Requirements for an Inside Support Engineer (L1) specializing in troubleshooting issues related to Servers & Workstations:

  1. Technical Expertise: Strong technical knowledge of server and workstation hardware, operating systems, and software applications commonly used in IT environments.

  1. Troubleshooting Skills: Proficient in troubleshooting hardware and software issues, with the ability to analyze symptoms, identify root causes, and implement effective solutions.

  1. Operating System Knowledge: Familiarity with popular operating systems such as Windows, macOS, and Linux, including their configuration, administration, and troubleshooting.

  1. Networking Fundamentals: Understanding of networking concepts, protocols, and technologies, including TCP/IP, DNS, DHCP, and LAN/WAN configurations, to diagnose network-related issues.

  1. Hardware Troubleshooting: Experience in diagnosing and resolving hardware issues related to servers and workstations, including knowledge of components such as processors, memory, storage devices, and peripherals.

  1. Software Troubleshooting: Proficiency in troubleshooting software-related issues, including applications, drivers, system updates, and compatibility problems.

  1. Remote Support Tools: Familiarity with remote support tools and software that enable remote access to clients' systems for troubleshooting purposes.

  1. Communication Skills: Excellent verbal and written communication skills to effectively interact with clients and convey technical information in a clear and understandable manner.

  1. Customer Service Orientation: Strong customer service mindset with the ability to empathize with users' frustrations, remain patient, and provide professional and courteous support.

  1. Documentation Skills: Ability to document incidents, resolutions, and troubleshooting steps accurately and comprehensively for knowledge base articles and future reference.

Benefits/ Compensation

  1. Salary - Best in the Industry.

  2. Incentive - Best in the Industry.

  3. Medical Policy for the Candidate and  Family.

  4. Career Growth.

Company Mission

Current India is walking towards Atmanirbhar Bharat, and the Government of India has taken a huge initiative at the policy-making level to make it happen by releasing the Vision Document on Electronics Manufacturing Roadmap to make India a powerhouse to reach USD 300Bn in electronics manufacturing by 2026 from a current USD 75Bn.

Make in India (MII) is one such subset Initiative where the Government of India has asked all Government Departments (55,000 in GeM) to buy only Make In India IT Hardware products (where local content is 51% or Class 1 Supplier) this has opened the doors for many Indian brands like RDP to take part in nations mission by manufacturing most affordable high quality make in India IT Hardware products from India to the World by becoming Local Champions.

PLI (Production Linked Incentives) is also a special incentive by the Government of India to local manufacturers to be competitive in the global markets. 

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