Location & Shift
Location: Surat, Gujarat
Language: Fluent English
Working Hours: US Business Hours (aligned with customer base and Service Desk coverage)Position Overview

The Tier 1 Help Desk Technician is the first line of support, handling user requests, technical issues, and access needs via phone, ticket, and chat with speed, accuracy, and robust customer service. This role focuses on quick triage, basic resolution, clean escalations, ticket documentation, and supporting proactive tasks like monitoring, patching, and user onboarding/offboarding.

Key Responsibilities
Technical Support: Triage and resolve basic hardware, software, connectivity, Windows, macOS, and Microsoft 365 issues.
Account & Access Management: Handle password resets, MFA, account provisioning, and onboarding/offboarding tasks.
Queue & Escalation Management: Manage phone, chat,



and ticket queues; escalate complex or security issues to Tier 2/Senior Engineers per SOP.
Proactive Maintenance: Monitor service boards, execute daily patch management, and validate backup/BCDR alerts.
Documentation & Knowledge: Maintain accurate, detailed ticket notes and contribute to internal knowledge base articles.

Required Qualifications
0–2 years of IT support, help desk, or technical customer service experience.
Basic troubleshooting skills for Windows, macOS, Microsoft 365, and networking (DNS, DHCP, VPN).
Robust written communication, customer service skills, and attention to detail.
Ability to multitask across multiple queues in a fast-paced workplace.

Pay: ₹40,000.00 - ₹50,000.00 per month

Work Location: In person

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