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Technical Support Engineer

CIEL HR

1.0 - 6.0 years

Bengaluru

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Role & responsibilities Provides L1 technical guidance in activities associated with the identification, prioritization, and resolution of reported problems by telephone and email. Activities include recognition, research, isolation, resolution, and follow-up steps.-typically, the Analyst level participates in a supportive role by acting as a liaison between customer and departments within the organization, to ensure that all on-line system problems are resolved in an accurate and timely manner.-Shift: Rotational shift. Qualification: Graduate with minimum 6 months experience in a technical support role-basic MS troubleshooting.-Basic computer knowledge.-Basic TS on networking.-Basic technic...

Posted 5 days ago

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Service Desk Lead - Noida

Tata Consultancy Services

10.0 - 12.0 years

Noida

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Role: Service Desk Lead Experience: 10-12 Years Location: Noida You will be required to : • Respond to L1 / L2 Troubleshooting issues over phone, with a drive to achieve First Call Resolution. • Respond to incidents and requests logged by user via Service Now tool within SLA requirements. • Investigate and diagnose incidents and take necessary action to quickly resolve or escalate to the correct onward support team. • Document all actions clearly according to process in Service Now system. • Follow incident life cycle as defined by process for logging the incident with proper priority, categorisation, and documentation, performs follow up on all necessary incidents as defied in process with ...

Posted 1 week ago

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Exploring L1 Support Jobs in India

In India, the market for L1 support jobs is vibrant and offers numerous opportunities for job seekers looking to kickstart their careers in the IT industry. L1 support roles are entry-level positions that involve providing technical assistance and support to customers or clients. These roles are crucial in ensuring smooth operations and resolving technical issues promptly.

Top Hiring Locations in India

If you are considering pursuing a career in L1 support in India, here are the top 5 major cities actively hiring for such roles:

Bangalore
Pune
Hyderabad
Chennai
Mumbai

Average Salary Range

The salary range for L1 support professionals in India varies based on experience and location. On average, entry-level L1 support roles can expect a salary ranging from INR 2.5-4.5 lakhs per annum, while experienced professionals can earn anywhere between INR 5-9 lakhs per annum.

Career Path

In the L1 support domain, career progression usually follows a path similar to the following:

L1 Support Engineer
L2 Support Engineer
Team Lead
Support Manager

Related Skills

In addition to technical troubleshooting skills, L1 support professionals are often expected to have knowledge of operating systems, networking basics, customer service skills, and the ability to communicate effectively.

Interview Questions

Here are 25 interview questions that you may encounter when applying for L1 support roles in India:

What is the difference between a hub and a switch? (basic)
Explain the concept of IP address. (basic)
How do you troubleshoot a computer that won't turn on? (medium)
What is DNS and how does it work? (medium)
Describe a situation where you had to deal with a difficult customer. How did you handle it? (medium)
What is RAID and why is it used? (medium)
How do you handle stress in a fast-paced technical support environment? (medium)
Can you explain the OSI model? (advanced)
What is the difference between TCP and UDP? (advanced)
How do you diagnose network connectivity issues? (advanced)
Explain the concept of Active Directory. (advanced)
How do you stay updated with the latest technology trends in the IT industry? (basic)
What is the role of a DHCP server in a network? (medium)
Describe a scenario where you had to prioritize multiple technical issues. How did you decide which one to address first? (medium)
What is the purpose of a subnet mask? (medium)
How do you handle a situation where you don't know the solution to a technical problem? (medium)
Can you explain the difference between hardware and software? (basic)
What is a VPN and why is it used? (medium)
How do you ensure data security while troubleshooting technical issues remotely? (medium)
Describe a time when you successfully resolved a complex technical issue. (medium)
What are your strengths and weaknesses when it comes to technical support? (basic)
How do you approach training new team members in technical support processes? (medium)
What steps do you take to ensure customer satisfaction in a technical support role? (medium)
How do you handle a situation where a customer is unhappy with your support? (medium)
Can you explain the concept of virtualization? (advanced)

Closing Remark

As you prepare for L1 support job interviews, remember to showcase your technical skills, problem-solving abilities, and customer service experience. With the right preparation and confidence, you can land a rewarding career in the dynamic field of L1 support in India. Good luck!

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