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Analytix Business Solutions - L1 Support Engineer - Ticketing System Job Opening In India, India – Now Hiring Analytix Business Solutions

Analytix Business Solutions L1 Support Engineer Ticketing System

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Job description

<p><p>As an experienced L1 Support Engineer, you will be the first point of contact for technical support, ensuring the smooth operation of IT systems and services.<br/><br/>You will handle a wide range of support tasks, from basic troubleshooting to proactive monitoring, while collaborating with L2 and L3 teams for escalations.<br/><br/>You will also leverage AI-powered copilots and automation tools to enhance support efficiency and client satisfaction.<br/><br/><b>Key Responsibilities : </b><br/><br/><b>Ticket Management & Client Support : </b><br/><br/>- Respond to and resolve client tickets using ConnectWise RMM and other support platforms.<br/><br/>- Accurately document incidents, troubleshooting steps, and resolutions in the ticketing system.<br/><br/>- Escalate unresolved or complex issues to L2/L3 teams with detailed context and logs.<br/><br/><b>User Support & Lifecycle Management : </b><br/><br/>- Assist with onboarding and offboarding processes, including user account setup and deactivation.<br/><br/>- Provide basic support for Microsoft 365 and Google Workspace environments.<br/><br/><b>Microsoft Azure & Entra ID Support : </b><br/><br/>Perform basic Azure tasks such as : <br/><br/>- Managing virtual machines<br/><br/>- Monitoring storage accounts<br/><br/>- Supporting Azure Virtual Desktop (AVD) sessions<br/><br/>- Assisting with user access and permissions in Microsoft Entra ID<br/><br/><b>Microsoft 365 Support : </b><br/><br/>- Perform basic tasks such as : <br/><br/>- Managing users and groups<br/><br/>- Provisioning of shared mailbox, distribution list<br/><br/>- Mail flow rules<br/><br/><b>Windows OS & Desktop Support : </b><br/><br/>- Troubleshoot Windows login issues, profile corruption, and performance problems.<br/><br/>- Install and update patches, manage local user accounts, and map network drives.<br/><br/><b>Network & Connectivity Troubleshooting : </b><br/><br/>- Perform basic LAN/Wi-Fi troubleshooting, including IP configuration and DNS resolution.<br/><br/>- Monitor network alerts and escalate critical issues to L2 / L3 engineers.<br/><br/><b>Infrastructure & System Monitoring : </b><br/><br/>- Monitor infrastructure health using 24x7 and escalate critical alerts.<br/><br/>- Perform routine maintenance and basic troubleshooting for : <br/><br/>- Printers, email, and VoIP systems (e., 8x8, Nextiva)<br/><br/>- Antivirus and EDR platforms (e., SentinelOne, CrowdStrike Falcon)<br/><br/>- Backup systems (e., Datto for M365/Google Workspace, MSP360 for servers/desktops)<br/><br/>- Web hosting platforms (e., Kinsta)<br/><br/><b>Security & Awareness Support : </b><br/><br/>- Support email security configurations and spam filtering using Proofpoint.<br/><br/>- Assist in phishing simulations and security awareness training using KnowBe4.<br/><br/>- Provide basic support for VMware environments : <br/><br/>- Monitor virtual machines and report performance issues.<br/><br/>- Escalate complex virtualization problems to higher-tier teams.<br/><br/><b>Tools and Platform Awareness : </b><br/><br/>- Cloud Platforms : Microsoft Azure, AWS (preferred).<br/><br/>- Productivity Suites : Microsoft 365, Google Workspace<br/><br/>- OS & Virtualization : Windows Server, Linux (preferred), VMware/Hyper-V.<br/><br/>- Storage : SAN, NAS.<br/><br/>- Networking : Basic knowledge of TCP/IP, DNS, DHCP, VPN, VLANs, firewalls.<br/><br/>- Email Security : Proofpoint.<br/><br/>- EDR : Sentinelone / CrowdStrike.<br/><br/>- Automation & AI : PowerShell, AI copilots, Power Automate.<br/><br/>- Backup & DR : Datto, MSP360, Veeam.<br/><br/>- Monitoring & Management : ConnectWise RMM, Site24x7<br/><br/>- Ticketing Tool : ConnectWise PSA<br/><br/>- Web Hosting : Kinsta<br/><br/>- Phishing Simulation & Training : KnowBe4<br/><br/>- VOIP : 8x8, Nextiva<br/></p><br/></p> (ref:hirist.tech)

Required Skill Profession

Computer Occupations


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