Location: Bangalore
Roles and Responsibilities:
Assist users with basic hardware, software, network, and system-related issues.
Create and update support tickets with incident details, priority, and troubleshooting steps.
Diagnose and resolve common issues such as login failures, email problems, printer errors, and internet connectivity.
Ensure incidents are acknowledged and resolved within the agreed Service Level Agreement (SLA) timelines.
Monitor open tickets, track progress, and provide regular updates to users.
Escalate unresolved or complex technical issues to Level 2 (L2) support teams.
Guide users through troubleshooting steps and provide clear technical instructions
Communicate professionally with users and ensure timely support.
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