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About the role
As an L1 Technical Support Executive at Newgen Software, your role involves providing first-level IT support, addressing user queries, and ensuring prompt incident resolution. You will be responsible for: - Receiving incidents, service requests, and queries from users/branches/contact centers - Logging and managing tickets in tools like ServiceNow, JIRA, or Remedy - Performing initial troubleshooting using SOPs and knowledge base - Verifying user details and capturing required information - Resolving common issues including password resets, user account unlocks, login issues, basic application navigation queries, access-related requests, and status updates on transactions/requests - Monitoring alerts and dashboards - Executing basic SQL queries for issue analysis To excel in this role, you should possess the following qualifications: - Strong communication and customer handling skills - Basic understanding of IT support processes - Knowledge of ticketing tools - Basic SQL knowledge - Ability to work effectively in a fast-paced environment As an L1 Technical Support Executive at Newgen Software, your role involves providing first-level IT support, addressing user queries, and ensuring prompt incident resolution. You will be responsible for: - Receiving incidents, service requests, and queries from users/branches/contact centers - Logging and managing tickets in tools like ServiceNow, JIRA, or Remedy - Performing initial troubleshooting using SOPs and knowledge base - Verifying user details and capturing required information - Resolving common issues including password resets, user account unlocks, login issues, basic application navigation queries, access-related requests, and status updates on transactions/requests - Monitoring alerts and dashboards - Executing basic SQL queries for issue analysis To excel in this role, you should possess the following qualifications: - Strong communication and customer handling skills - Basic understanding of IT support processes - Knowledge of ticketing tools - Basic SQL knowledge - Ability to work effectively in a fast-paced environment
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