Junior Infrastructure Specialist

Functions

• Provides frontline technical support to US-based customers through calls, emails, and chat interactions.
• Handles inbound support requests, resolving or escalating technical issues in line with company procedures.
• Understands and follows predefined troubleshooting procedures and standard operating protocols.
• Maintains accurate and detailed documentation of customer interactions and issues in the ticketing system.
• Ensures all service level agreements (SLAs) and response times are consistently met or exceeded.
• Collaborates with internal teams and escalates complex issues as needed.
• Manages assigned tickets and tasks independently while meeting deadlines.

Required Qualifications

• Graduate degree in Information Technology, Computer Science, or related discipline.
• 0 - 2 years of experience in a Technical Support or IT Helpdesk environment.
• Ability to comprehend and communicate effectively with US-based customers (including understanding the US accent).
• Basic knowledge of networking concepts.
• Flexibility to work in rotational shifts, including weekends and holidays.

Soft Skills

• Ability to follow standard processes and work in a structured environment.
• Communicates effectively with customers, clearly explaining solutions and managing expectations.
• Positive attitude and team-oriented mindset.
• Proactive approach to issue resolution and continuous improvement.
• Basic knowledge of Suite

Job Types: Full-time, Permanent

Pay: ₹144,000.00 per year

Application Question(s):

• Basic knowledge in Networking concepts ?

Work Location: In person