Level1 Technical Support Associate

Immediate to 15days Notice Period is Preferred

Description

• Provides proactive user helpdesk services to inbound customer service requests. Diagnoses and resolves hardware, software, and network-related issues, performs software distribution, creates and updates tickets, and works with customers to ensure appropriate levels of engagement and communication. Uses available tools and resources, including remote support tools, to accomplish tasks and deliver exceptional customer service.

Responsibilities

• Answers inbound customer calls and/or transforms information from any customer service channel into the ticketing system.
• Uses remote support tools to troubleshoot, analyze, and resolve hardware, software, operating system, and network-related issues.
• Performs hands-on troubleshooting of desktops, laptops, peripherals, printers, mobile devices, and enterprise applications.
• Troubleshoots and resolves issues related to DNS, DHCP, TCP/IP protocols, network connectivity, routers, switches, and end-user computing environments.
• Escalates unresolved issues according to established procedures and keeps customers informed.
• Collaborates with global teams and supports users across multiple regions and time zones.
• Ensures high levels of customer satisfaction through effective communication and timely incident resolution.

Required Qualifications

• Education or equivalent work experience required.
• Must have 1-3 years of relevant Service Desk, Technical Support, Helpdesk, or Desktop Support experience.
• Strong hands-on troubleshooting experience in hardware, software, operating systems, Microsoft applications, and network-related issues.
• Good understanding of DNS, DHCP, TCP/IP protocols, networking fundamentals, routers, switches, and connectivity troubleshooting.
• Exposure to supporting users in a global service delivery environment.
• Strong communication, analytical, problem-solving, and customer service skills.
• Must be willing to work in rotational shifts(Night shift), including weekends/holidays as required.
• Excellent verbal and written communication skills in English are mandatory.
• Candidates must possess fluent English speaking skills with the ability to communicate confidently and professionally with global customers.
• Strong spoken English and customer interaction skills are required to effectively support users in a global service desk environment.

Preferred Qualifications

• Experience supporting Retail POS (Point of Sale) systems and Self-Checkout (SCO) environments.
• Exposure to retail store technologies, payment systems, scanners, printers, and store network devices.
• Knowledge of ITSM/ticketing tools and remote support applications.
• ITIL, CompTIA, Network+, or CCNA certifications are advantageous.
• Fluency in spoken and written English is mandatory, as the role involves supporting Global customers and stakeholders.