About the Company
Provides level 1 technical support to end users on computer-related technical problems to assigned accounts/ customers through voice support.
About the Role
A short paragraph summarizing the key role responsibilities.
Responsibilities:
- Technical Support & Troubleshooting
- Serve as the first point of contact for all IT-related issues via phone, email, ticketing system, or chat.
- Diagnose, troubleshoot, and resolve hardware, software, network, and application issues.
- Guide end users through step-by-step solutions and provide clear, user-friendly communication.
- Resolve issues within defined SLA timelines and escalate complex issues when necessary.
- Incident & Request Management
- Log, classify, prioritize, and manage incidents and service requests in the ITSM tool.
- Follow standard operating procedures (SOPs) for incident handling and problem resolution.
- Track and update ticket status regularly to maintain accurate documentation.
- Device & System Support
- Support installation, configuration, and maintenance of desktops, laptops, printers, mobile devices, and peripherals.
- Assist with user account management (password resets, access provisioning, permission updates).
- Support VPN, remote access, and basic network connectivity troubleshooting.
- Software & Application Support
- Install, upgrade, and configure applications as per organizational policies.
- Provide technical assistance for enterprise tools such as Microsoft 365, collaboration applications, and custom business applications.
- Customer Service
- Deliver professional, courteous, and empathetic support to end users at all times.
- Provide timely updates and ensure clear communication until issue resolution.
- Ensure high customer satisfaction ratings through quality service interactions.
- Documentation & Reporting
- Create and maintain knowledge base articles and troubleshooting guides.
- Document incident resolutions, system changes, and new technical procedures.
- Identify recurring issues and recommend improvements or long-term solutions.
Qualifications:
- Should have attended regular school/college with 10+2+3 as minimum qualification in any stream of subject.
- Proven experience in IT support, service desk, or technical support role.
- Strong understanding of Windows and/or macOS operating systems.
- Basic knowledge of networking concepts (TCP/IP, DNS, DHCP).
- Excellent problem-solving, analytical, and communication skills.
- Ability to multitask, prioritize, and work effectively under pressure.
- Strong customer service orientation.
- Ability to work in a team environment.
Required Skills:
- Should have attended regular school/college with 10+2+3 as minimum qualification in any stream of subject.
- Proven experience in IT support, service desk, or technical support role.
- Strong understanding of Windows and/or macOS operating systems.
- Basic knowledge of networking concepts (TCP/IP, DNS, DHCP).
- Excellent problem-solving, analytical, and communication skills.
- Ability to multitask, prioritize, and work effectively under pressure.
- Strong customer service orientation.
- Ability to work in a team environment.
