Job Description
Act as the first point of contact for technical support via phone, email, chat, or ticketing system
Troubleshoot hardware, software, operating system, and network issues
Log, track, and resolve incidents and service requests using a helpdesk tool
Provide support for desktop/laptop systems, printers, applications, and email
Assist users with password resets, user account setup, and access issues
Escalate complex or unresolved issues to higher-level support teams
Follow standard operating procedures (SOPs) and ITIL practices
Maintain accurate documentation of issues and solutions
Ensure high levels of customer satisfaction through clear communication and timely resolution
Basic knowledge of Windows/Linux/Mac OS
Understanding of computer hardware, networking, and peripheral devices
Familiarity with MS Office / Office 365
Strong Problem-solving And Analytical Skills
Good verbal and written communication skills
Ability to work in shifts and under pressure
Customer-focused attitude
Location: Kolkata - EMBI - A. J. C. Bose Road, Kolkata, West Bengal, India
