L1 Support Engineer

Job Description

Title: L1 Support Engineer

Company Name: ADN Telecom Limited

Vacancy: 1

Age: At most 28 years

Job Location: Dhaka

Salary: Tk. 16000 - 22000 (Monthly)

Experience:

• At most 1 year
• Freshers are also encouraged to apply.

• Bachelor of Science (BSc) in Computer Science & Engineering

• At most 1 year
• Freshers are also encouraged to apply.

• Age At most 28 years

User Support & Incident Management

·       Serve as the initial point of contact for users seeking technical assistance via phone, email, or a ticketing system.

·       Record, prioritize, and track support requests accurately, ensuring timely resolution and effective communication with users.

·       Provide first-level support by diagnosing and troubleshooting hardware, software, and network-related issues.

Problem Resolution & Escalation

·       Resolve basic technical issues efficiently and escalate complex problems to higher-level support teams when necessary.

·       Document problem resolution processes and create knowledge base articles to aid in future troubleshooting.

Hardware & Software Installation

·       Install, configure, and maintain desktop computers, laptops, printers, and other peripheral devices.

·       Deploy and update software applications, ensuring compliance with licensing agreements and organizational policies.

System Monitoring & Maintenance

·       Monitor system performance and network connectivity, proactively identifying potential issues and mitigating risks.

·       Perform routine maintenance tasks, including system updates, patch management, and security checks.

User Account Management 

·       Manage user accounts, including creating, updating, and deactivating accounts as needed.

·       Ensure proper access controls and permissions are in place to maintain data security and integrity.

Documentation & Reporting

·       Maintain accurate records of support requests, problem resolutions, and system changes.

·       Generate regular reports on helpdesk activity, identifying trends and areas for improvement.

Collaboration & Communication

·       Work closely with other IT team members to resolve technical issues and implement new technologies.

·       Communicate effectively with users, providing clear instructions and updates on the status of their support requests.

• Mobile bill,Medical allowance,Weekly 2 holidays,Provident fund,Gratuity,Insurance
• Lunch Facilities: Partially Subsidize
• Salary Review: Yearly
• Festival Bonus: 2