Technical Support - L1 / L3

About the Role

We are seeking a Senior Service Desk Associate to provide technical assistance and support to end users. This role involves resolving issues related to hardware, software, networks, and peripherals through phone, chat, or email by leveraging established processes and technology tools. The incumbent will document service requests and coordinate with relevant support teams to ensure timely problem resolution. Additionally, they will guide users on IT policies, capabilities, and limitations, striving to maintain maximum uptime for all users.

Key Responsibilities

• Handle customer interactions and log reported IT issues using IT Service Management (ITSM) tools.
• Diagnose problems, apply solutions, and perform root cause analysis following internal instructions.
• Provide technical support via telephone and email to prioritize and resolve problems effectively.
• Evaluate, refer, and troubleshoot internal inquiries and PC maintenance requests.
• Serve as a liaison between customers and internal departments to resolve system-related issues accurately and promptly.
• Demonstrate flexibility to work in shifts as required, including 24x7 shift schedules.

Requirements

• Minimum 1 year of experience for Grade 4, up to 4.6 LPA salary eligibility.
• Minimum 3 years of experience for Grade 6, with salary scale up to 6 LPA.
• Strong communication skills in English and proficient technical knowledge.
• Willingness to work on night shifts and commute to the workplace in Noida/Greater Noida.
• Immediate joining availability is required.
• Familiarity with Service Now ticketing, IT helpdesk, troubleshooting, and international technical support is a plus.

Additional Information

• Location: Greater Noida, Noida (Onsite position).
• Shift Duration: 10-hour shifts, including night shifts.
• Shift Type: 24x7 shift rotation.
• Transport: One side cab provided.
• Increments: Approximately 30% hike plus bonus eligibility upon joining.

Eligibility Criteria

Applicants should hold at least a graduate degree to be eligible for this role.