Level I Service Desk Technician

Responsibilities
● Responsible for responding to customer requests, including but not limited to, answering
calls via a phone queue, customer emails, chat support requests and providing after hours on
call support for troubleshooting technical issues.
● Support end-user devices/peripherals, including but not limited to computer hardware,
operating systems, communications, software applications, data processing and security.
● Support activities include supporting end-users accepting IT break-fix requests from customers
across multiple entry points, providing IT break/fix issue resolution or escalation of the issue
to the appropriate team.
● First line help desk; resolve basic level 1 and some level 2 issues including remotely
troubleshooting issues relating to hardware and software (typically Windows, Mac OS,
Apple, Google for Work, Android Phone Support, MDM, Air Watch etc.)
● Exposure to retail industry devices such as Point-of-Sale devices, Zebra devices, switches,
routers, printers, other store equipment devices is preferred.
● Perform post-resolution follow-ups to help requests or incidents.
● Research issues and resolves technical problems.
● Creating/updating knowledge articles and support processes functions

Qualifications
Package: 3.0LPA
● Experience – Min. 6 Month to 1 Year (Mandatory) / Fresher and 1 to 2 Years (Preferred)
Exceptional written and verbal communication skills with SVAR score of 65 or above.
● Exceptional ability to multitask.
● Exceptional ability to adapt and learn new platforms and skills on the fly.
● Exceptional sense of urgency
● Exceptional interpersonal skills, with a focus on rapport-building, listening, and
questioning skills.
● Ability to work under pressure involves dealing with constraints which are often outside of
your control - these might be resource or time constraints, the difficulty of the task or having
insufficient knowledge required to complete the task, or unforeseen changes or problems.
● Good to have - Experience using and proficient in Apple hardware, Mac OS, Google (G-Suite),
Windows and Office365
● Good to have – ITIL Knowledge
● Graduate from an accredited institution or Under-graduate with relevant technical experience
● Previous customer/technical support or technology experience