Desktop Support Engineer/Email & Chat Support

Job Title:

About the Role

Email & Chat Support Executives

You will handle customer queries through email and chat and provide basic L1 technical support for desktops, laptops, and software applications.

Key Responsibilities

Email & Chat Support

• Respond to customer queries through email and live chat in a professional and timely manner.
• Troubleshoot basic issues, provide accurate information, and ensure customer satisfaction.
• Follow communication scripts, compliance guidelines, and company policies.
• Document customer interactions in the CRM/ticketing system.
• Escalate unresolved issues to L2/L3 or respective departments.

Desktop Support (L1)

• Provide first-level support for desktops, laptops, printers, and peripherals.
• Install, configure, and troubleshoot OS (Windows/Mac) and basic applications.
• Resolve issues related to internet connectivity, VPN, Outlook, MS Office, drivers, and system settings.
• Assist with password resets, account unlocks, and email configuration.
• Handle hardware checks, system performance issues, and basic network troubleshooting.
• Log, track, and close tickets using ITSM tools like Jira, ServiceNow, Freshservice, etc.
• Support new joiner onboardingsystem setup, email configuration, and tool access.
• Maintain asset records and ensure timely updates.

Required Skills

• Good written communication skills (a must for email & chat).
• Basic understanding of Windows OS, MS Office, browsers, and common applications.
• Knowledge of basic technical troubleshooting:
• Wi-Fi, LAN, VPN
• Outlook & Mail syncing
• Printer issues
• System performance issues
• Ability to multitask and work in a fast-paced environment.
• Good customer handling skills and patience.
• Positive attitude and willingness to learn.

Eligibility

• Any graduate/diploma in IT/computer science is preferred.
• Freshers or candidates with up to 2 years of experience can apply.
• Basic certifications (CompTIA A+, N+, CCNA, ITIL) are a bonus but not mandatory.

Shift & Work Environment

• Rotational shifts / Day shifts (based on process).
• Rotational week-offs.
• Comfortable working in customer-facing support roles.

Salary Range

• 2000040000 per month (varies by experience & company).
• Additional incentives for performance (if applicable).

Why Join Us?

• Opportunity to work on customer support & technical support together.
• Great learning environment for freshers.
• Career growth into L2 Support, System Admin, or QA roles.
• Training will be provided on tools, communication, and technical skills.

Apply Below

Candidates are requested to apply through this link

https://docs.google.com/forms/d/1DZ2Gt7IiGKihPjiF2UitgsoGMCGhJzeDrxokRMXbqUM/edit