Job Description Summary

Provides level 1 technical support to end users on computer-related technical problems to assigned accounts/ customers through voice support.

Key Responsibilities

1. Technical Support & Troubleshooting

Serve as the first point of contact for all IT-related issues via phone, email, ticketing system, or chat.

Diagnose, troubleshoot, and resolve hardware, software, network, and application issues.

Guide end users through step-by-step solutions and provide clear, user-friendly communication.

Resolve issues within defined SLA timelines and escalate complex issues when necessary.

2. Incident & Request Management

Log, classify, prioritize, and manage incidents and service requests in the ITSM tool.

Follow standard operating procedures (SOPs) for incident handling and problem resolution.

Track...