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About Company
Consilio stands as the global leader in eDiscovery, document review, flexible legal talent, and legal advisory & transformation consulting services. With its Consilio Complete suite of capabilities, the company empowers multinational law firms and corporations using innovative software, cost-effective managed services, and deep legal and regulatory industry expertise.
Job Overview
L1 Technician serves as the first point of contact for users seeking technical assistance. They provide basic troubleshooting, resolving routine issues and escalating complex problems to other support teams
☸️ Direct access to the Referral page for members : Click here
Responsibilities
- Respond to Help Desk (Service Desk and SNOW) tickets, calls and chatbot in a timely manner
- Diagnose and resolve common IT problems using established procedures and knowledge base articles
- Perform initial troubleshooting for Hardware issues, software applications, operating system errors, and network connectivity problems and escalate appropriately
- Guide users through step-by-step solutions and provide basic training on various IT systems and applications
- Maintain clear and thorough records of troubleshooting steps, resolutions, and system configurations within the ticketing system and knowledge base
- Demonstrate a basic understanding of SaaS (Software as a Service) concepts
- Create, modify, and deactivate user accounts in SaaS platforms like Office 365, ServiceNow, etc
- Manage user permissions and access rights to different SaaS applications and resources
- Responding to and resolving common user issues related to SaaS applications, such as login problems, application errors, or basic feature usage questions
- Providing initial support for Office 365 services (Email, OneDrive, Teams, SharePoint), including basic configuration and troubleshooting
- Escalate complex or unresolved issues to appropriate L2 or L3 support teams following established procedures
- Assist with regularly scheduled maintenance activities and smoke testing as needed for other activities
- Follow standard operating procedures and escalation paths
- Provide excellent customer service and communication
- Participate in regular standup meetings and update on issue status
Qualification
- 0 to 6 months of experience on Helpdesk or IT support role
- Familiarity with ticketing systems such as ServiceNow, Service Desk is a plus
- Basic understanding of SaaS concepts and platforms
- Strong communication skills
- Ability to work independently and collaboratively
- A+ or similar certification is a plus
- Preferably BE/Btech in Computer Science/MCA/BCA
Experience: Fresher
Skill Requirements
· Highly logical with excellent problem-solving skills.
· Quick to learn new applications and ability to thrive in a dynamic environment.
☸️ Direct access to the Referral page for members : Click here
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