
SAG Infotech
4 days ago
About the Role :
We are hiring a proactive and technically skilled Tech Support Specialist (L1/L2) to provide front-line support for hardware and software issues. The ideal candidate will be responsible for resolving desktop-level technical problems and assisting users via phone and remote tools.
Key Responsibilities :
- Provide Level 1 and Level 2 desktop support for hardware, software, and networking issues.- Handle live inbound telephonic support and resolve user queries effectively.
- Perform user configuration, account setup, and regular maintenance of desktop systems.
- Troubleshoot basic to intermediate hardware issues (desktops, laptops, printers, peripherals).
- Resolve software-related problems including OS, antivirus, and productivity tools (e.g., MS Office).
- Escalate unresolved issues to higher-level support or engineering teams as needed.
- Maintain accurate records of issues and resolutions using ticketing systems.
- Ensure high levels of customer satisfaction through professional communication and follow-ups.
Key Skills & Requirements :
- Good knowledge of desktop support (L1/L2) including basic troubleshooting.- Hands-on experience with hardware components, Windows OS, and common enterprise software.
- Strong communication skills with the ability to assist users clearly and patiently.
- Familiarity with remote support tools and helpdesk ticketing systems.
- Ability to prioritize tasks and manage time efficiently in a fast-paced environment.
Preferred Qualifications :
- Diploma or Bachelors degree in IT, Computer Science, or related field.- Certifications like CompTIA A , Microsoft MCP, or equivalent (preferred)
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