Job Title: L1/L2 Technical Support Engineers

Location: Secunderabad.

Exp : 1–3 years of experience

Salary Package: 3 LPA to 6 LPA based on experience

Shift Timing : 6:30 PM to 4:30 AM IST ---Fixed Shift

Key Responsibilities

- Provide technical support via phone, email, chat, and remote desktop tools.
- Troubleshoot and resolve software, hardware, network, and application-related issues.
- Install, configure, and maintain software applications and operating systems.
- Diagnose technical problems and provide timely resolutions.
- Escalate complex issues to senior technical teams when necessary.
- Document support tickets, resolutions, and customer interactions accurately.
- Assist users with system setup, software installations, and configuration.
- Monitor support queues and ensure all tickets are resolved within defined SLAs.
- Perform routine system maintenance and software updates.
- Create and maintain technical documentation and knowledge base articles.
- Coordinate with development, ǪA, and infrastructure teams to resolve product issues.
- Provide training and guidance to end users when required.

Required Ǫualifications

- Bachelor's degree in Computer Science, Information Technology, Electronics, or a related field.
- 1–3 years of experience in technical support, help desk, or IT support.

Technical Skills

- Good knowledge of Windows operating systems.
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).




- Experience with remote support tools such as TeamViewer, AnyDesk, or Remote Desktop.
- Knowledge of Microsoft Office 365 and Outlook.
- Familiarity with ticketing systems (Jira, Zendesk, Freshdesk, ServiceNow, etc.).
- Basic SǪL knowledge is an added advantage.
- Understanding of hardware troubleshooting and peripheral devices.
- Knowledge of cloud platforms and SaaS applications is a plus.

Soft Skills

- Excellent verbal and written communication skills.
- Strong analytical and problem-solving abilities.
- Ability to work independently and in a team workplace.
- Good customer service and interpersonal skills.
- Ability to prioritize tasks and manage multiple issues simultaneously.
- Willingness to work in rotational shifts, if required.

Preferred Skills

- Experience supporting healthcare or pharmacy software is an advantage.
- Familiarity with Windows Server and Active Directory.
- Basic scripting knowledge (PowerShell or Batch) is a plus.
- Understanding of software deployment and version control processes.

Key Performance Indicators (KPIs)

- First Call Resolution (FCR)
- Ticket Resolution Time
- Customer Satisfaction (CSAT)
- SLA Compliance
- Ticket Documentation Accuracy
- Escalation Rate

Benefits

- Competitive salary
- Health insurance
- Paid leave
- Professional development and certification support
- Career growth opportunities
- Performance-based incentives

Pay: ₹600,000.00 per year

Work Location: In person

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