L1 Technician

Reporting to: Infrastructure & Operations Domain Lead

Division: Technology Services Division (TSD)

Department: Service Delivery Department (SDD)

Domain: Infrastructure & Operations

Shift Timing: 24x7 Rotational

Role Summary

The L1 Technician serves as the first point of contact for users, providing initial support, triage, and resolution across multiple channels while ensuring accurate documentation and customer experience.

Key Responsibilities

• Provide support via phone, chat, email, and ticketing platforms.
• Perform initial triage, diagnosis, and resolution of issues.
• Escalate incidents when required.
• Maintain accurate documentation and ticket updates.
• Identify recurring issues and improvement opportunities.

Key Qualifications

• 1-4 years in IT support or service desk environment.
• Strong customer service and communication skills.
• Familiarity with ITSM platforms (ServiceNow preferred).
• Basic troubleshooting across desktop and workplace technologies.
• Experience working in a contact center, service desk, or omnichannel support environment utilizing telephony/chat platforms preferred.

Preferred Certifications

• Exposure to enterprise service desk or global support operating models.
• Basic understanding of ITIL incident and request management practices.
• Comfortable working in shift-based and queue-driven support environments.