Job Description: Technical Support Executive – L1 (Freshers)

Job Title: Technical Support Executive – L1
Experience: Freshers (0–1 year)
Department: IT Support / Technical Support
Employment Type: Full-time
Work Mode: As per company requirements

Job Summary

We are looking for enthusiastic and customer-focused freshers to join our team as L1 Technical Support Executives. The ideal candidate should have good verbal and written communication skills, a willingness to learn, and the ability to handle customer queries, log and manage support tickets, and provide first-level technical assistance through email and phone calls.

Educational Qualifications

- B.Tech / B.E. (preferably in Computer Science, Information Technology, or a related stream).
- BCA (Bachelor of Computer Applications).
- Freshers are welcome to apply.

Key Responsibilities

- Handle incoming technical support requests through email, phone calls, and ticketing systems.
- Create, log, categorize, prioritize, and track support tickets.
- Provide first-level troubleshooting and resolve basic technical issues within defined SLAs.
- Communicate professionally with customers and users to understand and diagnose their issues.
- Provide timely updates on ticket status, resolution progress, and expected timelines.
- Escalate unresolved or complex technical issues to the L2 support team.
- Maintain accurate documentation of issues, troubleshooting steps, and resolutions.
- Follow up with users to ensure issues are resolved and maintain customer satisfaction.




- Meet defined targets for ticket resolution, response time, and service quality.
- Follow standard operating procedures and IT support guidelines.

Required Skills and Qualifications

- Good verbal and written communication skills in English.
- Comfortable handling customer queries over email and phone calls.
- Basic knowledge of computers, Windows operating systems, MS Office, and internet connectivity.
- Basic understanding of troubleshooting concepts and technical issue resolution.
- Familiarity with ticketing tools such as ServiceNow, Jira Service Management, Zendesk, or similar tools is an advantage.
- Strong problem-solving skills, patience, and a customer-focused attitude.
- Ability to learn quickly, work in a team, and follow defined processes.

Preferred Candidate Profile

- Good listening and skilled communication skills.
- Willingness to work in a support environment and handle multiple tickets.
- Ability to document issues clearly and accurately.
- Flexibility to work in rotational shifts, weekends, or 24×7 support, if required.

What We Offer

- Training on technical support processes and ticketing tools.
- Opportunity to develop IT troubleshooting and customer service skills.
- Career growth opportunities into L2 Support, System Administration, or other IT infrastructure roles.

Pay: ₹16,000.00 - ₹23,000.00 per month

Application Question(s):

- Are you comfortable for Andheri East Location?
- What is your salary exctc ?

Work Location: In person

📌 Technical Support (Mumbai)
🏢 Helo.ai by VivaConnect
📍 Mumbai