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

Experience: 0-3Years

Shift: Rotational Shift (Including Night Shifts)

Walkin Drive: 25th Aug

Time: 11AM to 2PM

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 settings.
Demonstrates working knowledge of
Routers, Switches, LAN/WAN networking concepts
,
and infrastructure support.
When resolution is unsuccessful, escalates issues according to established

📌 Le Technical Support Associate Hyderabad
🏢 Diebold Nixdorf
📍 Hyderabad