Technical Support Engineer

We are hiring dynamic and customer-focused L1 Service Desk Engineers to provide international voice-based technical support. The role involves handling end-user issues, ensuring timely resolution, and delivering a high-quality support experience.

• Experience: 0.6 – 3 Years

• Education: Graduation (Mandatory)

• Work Location: Trivandrum / Noida / Bangalore / Chennai / Hyderabad / Pune

• Shift: 24x7 Rotational Shifts

• Work Mode: 5 Days Work from Office

Key Skills & Requirements

• Experience in International Voice Support / Service Desk environment

• Comfortable working in a call-based support setup

• Hands-on experience with ticketing tools (ServiceNow preferred)

• Working knowledge of Active Directory & RSA Token

• Experience in troubleshooting VPN, Citrix, and VDI issues

• Basic knowledge of MS Office applications

• Strong communication and customer handling skills

Roles & Responsibilities

• Ensure high login efficiency and availability to support customer needs

• Handle and resolve tickets within defined SLAs (Turnaround Time & Volume)

• Manage inbound calls (approx. 90% of daily tasks)

• Maintain compliance with quality standards, regulatory norms, and company policies

• Respond to user queries via phone, email, chat, and ticketing systems

• Assign incidents to relevant teams and ensure closure through follow-ups

• Diagnose and resolve issues through troubleshooting, analysis, and research

• Provide Level 1 remote desktop support as per SOPs

• Deliver excellent customer experience with focus on:

  • First Call Resolution (FCR)

  • Reduced AHT

  • Minimal reopen/rejection rates

• Maintain accurate work logs and follow escalation protocols

• It is a Full Time కస్టమర్ మద్దతు / టెలికాలర్ job for candidates with 6 months - 3 years of experience.