L1 Desktop Engineer

3 weeks ago


india TECEZE Full time

Job Description: As an L1 Support Engineer, you will be the first point of contact for our customers, providing technical assistance and support. You will troubleshoot issues, escalate problems as needed, and ensure timely resolution to customer inquiries. Your responsibilities will include:

  • Customer Support: Responding to customer queries and issues via phone, email, or ticketing system in a timely and professional manner.
  • Troubleshooting: Identifying, diagnosing, and resolving technical issues related to hardware, software, and network infrastructure.
  • Documentation: Documenting support cases, including steps taken and solutions provided, to build a knowledge base for future reference.
  • Escalation: Escalating complex or unresolved issues to the appropriate teams for further investigation and resolution.
  • Quality Assurance: Ensuring high-quality customer service and adherence to service level agreements (SLAs) by following established procedures and standards.
  • Training and Development: Staying updated on product knowledge and industry trends through training sessions and self-learning to improve troubleshooting skills.


Experience : 1 to 2 Years


Requirements:

  • Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
  • Proven experience in a technical support role, preferably in a customer-facing environment.
  • Strong troubleshooting skills with the ability to analyze and resolve technical issues efficiently.
  • Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
  • Familiarity with ticketing systems and remote support tools.
  • Ability to work independently and collaborate effectively with cross-functional teams.

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