Associate L1 Tech Support

Education: UG: Any Graduate

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Skill sets:

Voice-based technical support experience in a global environment

Basic technical knowledge of PCs, Internet and Networking, and Operating systems.

Good communication and conversation skills (verbal and written)

Willingness to work in a 24*7 environment.

L1 support experience on Windows, AD (Active Directory).

Good troubleshooting skills.

Exposure to any ticketing tool.

Roles Responsibilities:

Responds to telephone calls, Email, Instant messaging (IM), and assigned tickets from users.

Provide L1 remote support to the end users on their issues/requests.

Respond and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps.

Provide level 1 support and perform other activities based adhering on to SOPs/work instructions.

Use the Incident Management System to document information and manage problems and work requests and their respective resolutions and circumventions.

Administer and provide User account provisioning activities such as account Unlock, password reset, account status check (Contractors), and AD Account enable disable.

Assign work orders/incidents to appropriate support teams and follow up until closure.

Route problems to internal 2nd and 3rd-level IT support staff.

Escalate complex problems to appropriate support specialists.

Provide hardware/software/network problem diagnosis resolution via email/chat/ telephone/web such as hardware-related issues (Desktop, Laptop), software installation/issues (Office, VPN, Other 3rd party software), Normal Network Printer configuration/troubleshooting, VOIP related issues Hardware request.

Identify, evaluate, and prioritize customer problems and escalations.

Adhere to the SLA (Service Level Agreement) for call support and ticketing management.

Full time