HEXAWARE
Workplace Engineering Track Associate
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Job Title: Global L1 Helpdesk Technician
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Job Summary:
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The L1 Helpdesk Technician is the initial technical contact for end users, responsible for diagnosing and resolving first-line IT issues across hardware, software, network, and access services. The role includes performing accurate triage, gathering key diagnostic information, and escalating incidents to higher support tiers. The technician ensures efficient incident handling, adherence to SLAs, and reliable support delivery within a global IT environment.
Key Responsibilities:
- Serve as the first point of contact for users, responding to calls, emails, chats, and tickets for technical issues in a global environment.
- Use targeted diagnostic questions to gather key information for accurate ticket categorisation, prioritization, triaging, and routing of tickets.
- Diagnose and resolve hardware, software, network, and access problems, including user accounts, passwords, OKTA/MFA, and cloud applications.
- Troubleshoot network connectivity issues (Wi-Fi, VPN, LAN, DNS, IP conflicts) and resolve printer, peripheral, and workstation problems.
- Perform routine computer setup, configuration, software installations, updates, and patch management.
- Monitor and manage ticket queues, ensuring timely follow-up and escalation of complex or high-priority incidents to meet SLA requirements.
- Provide clear guidance and support to users, including step-by-step troubleshooting and remote assistance.
- Collaborate with Level 2 and Level 3 teams to resolve recurring issues and support process improvements.
- Maintain accurate records of incidents, resolutions, knowledge base articles, and Standard Operating Procedures (SOPs) to support continuous improvement.
- Assist with IT security tasks, including password resets, antivirus updates, phishing awareness, and reporting potential security incidents.
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