Job Title: Level1 Technical Support Executive
Experience: 0-3 Years
Location: Hyderabad
Interview Mode: In-Person Interview (Mandatory)
Immediate Joiners are Preferred.
Description
Provides proactive first-level technical support to customers through various service channels. Responsible for diagnosing and resolving hardware, software, and application-related issues while ensuring a high level of customer satisfaction. Utilizes remote support tools, knowledge bases, and established procedures to troubleshoot incidents, document resolutions, and escalate issues when necessary.
Responsibilities
Responds to inbound customer calls, emails, chats, and other support requests, ensuring accurate ticket creation and documentation.
Verifies customer entitlement, contract coverage, and account information before initiating support activities.
Engages with customers to understand reported issues and gathers relevant information to facilitate incident resolution.
Utilizes knowledge management systems, solution trees, and troubleshooting tools to diagnose and resolve technical problems,



including password resets, software configuration, and system access issues.
Uses remote support tools to investigate, troubleshoot, and resolve hardware and software incidents.
Escalates unresolved incidents to the appropriate support teams in accordance with established procedures and communicates next steps to customers.
Monitors assigned tasks in the Universal Work Queue (UWQ) and updates tickets with relevant actions, status changes, and additional information.
Coordinates with managers or the Incident Resolution Management (IRM) team in the event of customer escalations.
Maintains accurate records of all customer interactions, resolutions, and troubleshooting activities within service management systems.
Contributes to knowledge management by documenting solutions and updating support documentation when required.
Ensures compliance with service level agreements (SLAs), quality standards, and

📌 Level1 Technical Support Executive (Hyderabad)
🏢 Diebold Nixdorf
📍 Hyderabad