L1 Technical Support Engineer

About the Role:

We are seeking a proactive and customer oriented L1 Technical Support Engineer to join our IT support team. The ideal candidate will be the first point of contact for clients experiencing technical issues. Your primary responsibility will be to provide basic troubleshooting and support to ensure customer satisfaction and smooth operation of our IT systems.

Key Responsibilities:

Customer Support:

• Serve as the initial point of contact for customers via phone, email, or chat.
• Diagnose and resolve basic technical issues.
• Provide accurate and timely information to customers on product features, usage, and best practices

Troubleshooting:

• Identify and escalate complex issues to L2 support when necessary.
• Track, log, and monitor issues in the ticketing system to ensure a timely resolution.

Documentation:

• Maintain detailed and accurate records of customer interactions and problem resolution steps.
• Update and create support documentation and knowledge base articles.

Collaboration:

• Work closely with other team members to provide cohesive support.
• Assist in the training of new L1 support staff.

Continuous Improvement:

• Provide feedback on recurring issues to help improve processes and product functionality.
• Participate in team meetings and training sessions to stay updated with new technologies and processes.

Qualifications:

Education:

• Associate or bachelor’s degree or Diploma in computer science, Information Technology, or related field preferred.

Experience:

• 1-2 years of experience in a technical support role or similar position.

Technical Skills:

• Basic understanding of Networking Concepts, Operating Systems (Windows, macOS, Linux), and common software applications.
• Knowledge of Cloud services management (OAice 365, Azure, GoDaddy, cPanel etc)
• Knowledge of Biomatrix, EPABX
• Knowledge of Windows Servers
• Knowledge of NAS or Storage Devices
• Knowledge of Microsoft Products, mainly Outlook and other OAice Apps.
• Knowledge of Computer Hardware
• Knowledge of Firewalls Sophos, FortiGate etc.
• Familiarity with remote desktop applications and help desk software.

Soft Skills:

• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work independently and as part of a team.
• Customer-focused attitude with a passion for helping others.

Preferred Qualifications:

• Certification in relevant technologies (e.g., Network+, Microsoft Certified Professional, CCNA) is a plus.
• Experience with specific software or hardware relevant to the company's operations.
• Multilingual abilities for supporting a diverse customer base.

Working Conditions:

• Ability to work in a fast-paced environment.
• Ability to work in shift environments.
• Availability to work flexible hours, including weekends and holidays if necessary.

What We Offer:

• Competitive salary and benefits package.
• Opportunities for professional growth and career advancement.
• Training and development programs.

Job Type: Permanent

Pay: ₹20,000.00 - ₹25,000.00 per month

Work Location: In person