If your Interested drop your updated CV to [HIDDEN TEXT]

Location: Noida

Job Description 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 workplace.

Primary Skills:
Excellent communication skills with International Voice Support experience
Solid 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 [HIDDEN TEXT]

Location: Noida

📌 Desktop Support Engineer Noida
🏢 HCL TechBee
📍 Noida