L1-Analyst

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Seeking an experienced technical support professional to join our team. This role involves troubleshooting Windows XP client-related issues, configuring Lotus Notes Client, providing support for MS Office applications, and resolving network-related problems. The candidate should have good communication skills, a basic understanding of hardware, and be ready to work in a 24/7 environment.

Roles & Responsibilities
Windows XP client related issues.
Lotus Notes Client, how to configure the client & all level of trouble shooting.
MS office (Word, Excel, Powerpoint), repair, installation & trouble shooting.
Networking Concepts, TCP/IP, Lan, Wan,
VPN, IPass & Wireless application support.
Antivirus Software's
Basic knowledge of Hardware related issues.
Ready to work only in 24 7
Remote tools
Good Communication skills.
Should Read/Write/Speak English language.
Having good understanding about DCOPS monitoring and L1 functions
Basic knowledge on hardware side in servers, clients and network devices.
Knowledge on Windows operating system, Basic understanding about Backup
Basic Knowledge on MSPatching and patching process
Should have basic troubleshooting and problem determination skills
Exposure to IT Infrastructure Monitoring tool and ticketing tool
Monitoring CA Spectrum for Network alerts, Sever related alerts.
Monitoring Backup job s and Tape management activity for.
Monitoring Nagios for applications related alerts.
Monitoring SCOM for windows, SQL and exchange alerts
Monitoring DB Insight for database related alerts.
Network Operations Center team handles link down, bandwidth utilization, wan link down, bad link detected alerts.
CA ehealth check is to check the status of network devices and used for report generation.
CA Service Delivery Manager is the ticketing tool.
Problem Management for Link Down Issue.

To maintain high login Efficiency (Availability) for customers.
To provide level 1 remote desktop support to resolve tickets orprovide hardware or software or network problem diagnosis or resolution via telephoneoremailorchat within agreed SLA of ticket volume and time.
To update worklogs and follow shiftor escalation process to escalate complex problem to appropriate support specialistsorroute problems to 2nd and 3rd level IT support staff as the case be.
Work on value adding activities such Knowledge base update and self development.
To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases.

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcl.com for investigation.

Set alert for similar jobsL1-Analyst role in Texas City, United States

Company

HCLTech

Job Posted

a year ago

Job Type

Full-time

WorkMode

On-site

Experience Level

0-2 years

Locations

Texas City, Texas, United States

Qualification

Bachelor

Applicants

Be an early applicant

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