If your Interested drop your updated CV to [email protected] Location: Noida for Desktop Support Engineer L1/L2 Support Engineer responsible for handling escalated technical issues, ensuring timely resolution, maintaining quality standards, and delivering excellent customer experience in an international voice support environment.

Primary Skills

Excellent communication skills with International Voice Support experience

Robust troubleshooting skills for

Mobility-related applications

Desktop/general system issues

Outlook, VPN, Citrix, VDI

In-depth knowledge of MS Office/O365

Secondary Skills

Experience in Telecom (added advantage)

Experience

0.6 to 7 years

Role and Responsibilities

A. Key Responsibilities

Handle escalated calls from L1 team efficiently





Resolve tickets within agreed SLA for volume and time

Ensure compliance with quality standards (voice, accent, tech monitoring), regulatory requirements, and company policies

Deliver positive customer experience and maintain CSAT through defined resolution rate, minimal AHT, and reduced reopen cases

Update worklogs and follow escalation processes

Manage queues effectively and work toward case closure

B.

Additional

Responsibilities

Adhere to process compliance and shift schedules

Support continuous improvement initiatives If your Interested drop your updated CV to [email protected] Location: Noida

📌 Desktop Support Engineer (Noida)
🏢 HCLTech
📍 Noida