Job Description Summary

Provides level 1 technical support to end users on computer-related technical problems to assigned accounts/ customers through voice support.

Key Responsibilities

1. Technical Support & Troubleshooting

Serve as the first point of contact for all IT-related issues via phone, email, ticketing system, or chat.

Diagnose, troubleshoot, and resolve hardware, software, network, and application issues.

Guide end users through step-by-step solutions and provide clear, user-friendly communication.

Resolve issues within defined SLA timelines and escalate complex issues when necessary.

2. Incident & Request Management

Log, classify, prioritize, and manage incidents and service requests in the ITSM tool.

Follow standard operating procedures (SOPs) for incident handling and problem resolution.

Track and update ticket status regularly to maintai...