Job Title: Level1 Technical Support Executive/Associate Service Desk Representative

Experience: 0-3Years

Shift: Rotational Shift (Including Night Shifts)

Walkin Drive: 25th Aug

Immediate to 15days Notice Period is Preferred

Must Have Skills Required: DNS, VPN, TCP/IP protocols, Networking fundamentals, routers, switches

Description

Provides proactive user helpdesk services to inbound customer service requests. Diagnoses and resolves hardware, software, and network-related issues, performs software distribution, creates and updates tickets to reflect changes, and works with customers to ensure appropriate levels of engagement and communication. Uses available tools and resources, including remote support tools, to accomplish tasks and deliver exceptional customer service.

Responsibilities

- Answers inbound customer calls and/or transforms information from any customer service channel into the ticketing system.
- Checks to ensure reported incidents are covered by contract and that all caller information, including address details, is accurate; retrieves customer agreement on cost if no contract exists.
- Engages with customers to understand reported issues and provides guidance according to solution trees and knowledge base protocols to diagnose and resolve incidents (e.g., password resets, software configuration, application access, and technical troubleshooting).
- Uses remote support tools to troubleshoot, analyze, and resolve hardware, software, operating system, and network-related issues.
- Performs hands-on troubleshooting of desktops, laptops, peripherals, printers, mobile devices,



and enterprise applications.
- Troubleshoots and resolves issues related to DNS, DHCP, TCP/IP protocols, network connectivity, and end-user computing environments.
- Demonstrates working knowledge of Routers, Switches, LAN/WAN networking concepts, and infrastructure support.
- When resolution is unsuccessful, escalates issues according to established procedures and informs customers of next steps.
- Monitors the Universal Work Queue (UWQ), manages assigned tasks, and creates and updates tickets to reflect status changes, cancellations, and additional information.
- Informs the manager or dedicated IRM team in case of customer escalations.
- Documents all activities and updates the appropriate knowledge management, reporting, and ticketing systems.
- Ensures high levels of customer satisfaction through effective communication and timely resolution of incidents.
- Collaborates with global teams and supports users across multiple regions and time zones.

Required Qualifications

- Educational Qualifications: BCA, MCA, B.Tech, or B.Com (Computer Science) from a recognized institution is mandatory for the role.
- 0-3 years of relevant experience or equivalent combination of education and experience in Service Desk Support,



Technical Support, Helpdesk, or Desktop Support.
- Fluent English skills (written and spoken) are required.
- Strong hands-on troubleshooting experience in hardware, software, operating systems, Microsoft applications, and network-related issues.
- Solid Knowledge of DNS, DHCP, TCP/IP protocols, networking fundamentals, and connectivity troubleshooting.
- Basic knowledge of Routers, Switches, LAN/WAN environments, and network infrastructure support.
- Exposure to supporting users in a global service delivery environment and interacting with stakeholders across multiple geographies.
- Strong analytical, problem-solving, customer service, and communication skills.
- Ability to work independently and within a team-oriented environment.
- Must be willing to work in Australian time zone support hours and participate in rotational shifts(Night shifts) including weekends and holidays as required by business needs.

Preferred Qualifications

- Experience supporting Retail POS (Point of Sale) systems and Self-Checkout (SCO) environments.
- Exposure to retail store technology support, including POS peripherals, payment systems, scanners, printers, and store network devices.
- Familiarity with ITSM/ticketing tools and remote support applications.
- Certifications such as ITIL, CompTIA A+, Network+, or CCNA will be an added advantage.

In-Person Walk-in Drive: Documents to Carry:

Please bring the following documents:

- Updated Resume/CV
- Government ID

Note:

- Dress in formal or business casual attire.

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