Desktop Support Engineer

If your Interested drop your updated CV to [Confidential Information]

Location: Noida

Job Description for Desktop Support Engineer

L1/L2 Support Engineer responsible for handling escalated technical issues, ensuring timely resolution, maintaining quality standards, and delivering excellent customer experience in an international voice support environment.

Primary Skills:

• Excellent communication skills with International Voice Support experience
• Strong troubleshooting skills for:
• Mobility-related applications
• Desktop/general system issues
• Outlook, VPN, Citrix, VDI
• In-depth knowledge of MS Office/O365

Secondary Skills:

• Experience in Telecom (added advantage)

Experience:

0.6 to 7 years

Role and Responsibilities:

A. Key Responsibilities

• Handle escalated calls from L1 team efficiently
• Resolve tickets within agreed SLA for volume and time
• Ensure compliance with quality standards (voice, accent, tech monitoring), regulatory requirements, and company policies
• Deliver positive customer experience and maintain CSAT through defined resolution rate, minimal AHT, and reduced reopen cases
• Update worklogs and follow escalation processes
• Manage queues effectively and work toward case closure

B. Additional Responsibilities

• Adhere to process compliance and shift schedules
• Support continuous improvement initiatives

If your Interested drop your updated CV to [HIDDEN TEXT]

Location: Noida