International Technical Support Engineer

Job Description – International Technical Support Engineer (L1)

Job Location: Hinjewadi, Pune
Experience: 1.5 Years
Salary Budget: Up to ₹4.5 LPA
Job Type: Full-Time
Department: IT / Technical Support

Job Overview

We are looking for a skilled and customer-focused International Technical Support Engineer (L1) with at least 1.5 years of experience in Desktop Support or IT Helpdesk Support.

The ideal candidate should have excellent communication skills, strong technical troubleshooting abilities, and experience in handling international users/customers. The candidate will be responsible for providing first-level technical support, troubleshooting hardware and software issues, and ensuring timely resolution of IT-related queries.

Key Responsibilities

• Provide L1 technical support to international customers/users through calls, emails, and chat.
• Troubleshoot desktop, laptop, hardware, and software-related issues.
• Diagnose and resolve Windows OS, MS Office, Outlook, and application-related issues.
• Handle incidents and service requests through ticketing tools.
• Provide support for VPN, LAN, Wi-Fi, printers, and basic network connectivity issues.
• Assist users with password resets, account lockouts, and access-related issues.
• Perform remote troubleshooting and guide users through technical solutions.
• Escalate complex technical issues to L2/L3 teams.
• Maintain proper documentation of incidents, resolutions, and troubleshooting steps.
• Ensure high customer satisfaction and adhere to SLA requirements.

Required Technical Skills

• Good knowledge of Windows 10/11 operating systems.
• Hands-on experience in Desktop Support / IT Helpdesk / Service Desk.
• Basic knowledge of Active Directory and user account management.
• Knowledge of MS Office 365, Outlook, and Teams.
• Basic networking knowledge: TCP/IP, DNS, DHCP, LAN, and Wi-Fi.
• Experience with VPN troubleshooting and remote desktop tools.
• Knowledge of ITSM/ticketing tools such as ServiceNow, Jira, or Remedy.
• Basic hardware and software troubleshooting skills.

Required Candidate Skills

• Excellent verbal and written communication skills.
• Comfortable communicating with international customers.
• Good problem-solving and analytical abilities.
• Strong customer service and interpersonal skills.
• Ability to handle multiple tickets and prioritize tasks.
• Willingness to work in rotational shifts, including night shifts if required.
• Positive attitude and willingness to learn.

Eligibility Criteria

• Minimum 1.5 years of experience in Desktop Support / Technical Support / IT Helpdesk.
• Candidates with international voice support experience will be preferred.
• Graduate candidates preferred.
• Immediate joiners or candidates with a short notice period preferred.

Pay: Up to ₹450,000.00 per year

Benefits:

• Provident Fund

Experience:

• International Technical Support : 2 years (Required)
• Troubleshooting: 2 years (Required)
• Hardware: 2 years (Required)

Location:

• Hinjewadi, Pune, Maharashtra (Required)

Work Location: In person