Tech Support

As a Tech Support Specialist, you will play a critical role in maintaining the technological efficiency of our operations and ensuring high levels of user satisfaction within the organization. Working closely with the IT & Security department, your main responsibility will be to provide technical support and troubleshooting solutions to end-users who encounter hardware, software, and network-related issues. Course Eligible: B. Tech (Computers & E&TC will be preferred), MCA, MCM, BCA and BSc (Other graduates with relevant experience / knowledge can also apply) Role is providing technical support – L 1.0 /1.5 Technical Troubleshooting for (Customer Domain) Skill Set: Serve as the first point of contact for clients seeking IT (Information Technology) technical assistance via phone, e-mail, or chat. Identify, prioritize, and confirm resolution of reported problems. Providing support based on SoP's/Knowledge base articles for L1 Service Desk support. The out-of-scope/unresolved tickets would be directly escalated to the appropriate resolver Groups as per agreed escalation matrix. Maintain CSAT (Client Satisfaction) while minimizing escalations to the Management team. Log all incoming incidents or requests and document all actions taken to resolve in the ITSM tool. Provide follow-up status to Customer's end-users in accordance with specified support policies and procedures. Support in managing/maintaining Knowledge articles. Adhere to Customer's Service Desk policies and procedures. Technical Skill: Basic Networking, Desktop Support/Application Support, ITIL-trained will be added advantage. Mandatory: Should be open to working in shifts (including night shifts) & 24*7 working environment.