Job Summary

Global MNC Tech is seeking a motivated L1 Technical Support Engineer to join our dynamic IT support team. The ideal candidate will provide first-level support to international clients, focusing on timely resolution of technical issues and ensuring a seamless customer experience. This role primarily involves handling US-based client inquiries via voice, ensuring high-quality service delivery in alignment with company standards.

Key Responsibilities

• Respond to customer queries and technical issues via phone, email, and chat in a professional and courteous manner.

• Diagnose and troubleshoot software, hardware, and network-related issues for international clients.

• Document all interactions, resolutions, and follow-ups accurately in the ticketing system.

• Escalate complex technical issues to L2/L3 teams while maintaining communication with the client.

• Maintain a high level of client satisfaction by providing timely and effective solutions.

• Collaborate with cross-functional teams to improve support processes and knowledge base.

• Adhere to service-level agreements (SLAs) and internal quality standards.

Required Skills and Qualifications

• Bachelors degree in Computer Science, Information Technology, or a related field.

• Strong understanding of basic networking, operating systems (Windows/Mac/Linux), and common software applications.

• Excellent communication skills with a clear and professional US accent.

• Ability to multitask in a fast-paced, client-focused environment.

• Basic troubleshooting and problem-solving skills.

• Familiarity with ticketing systems and remote support tools.

Experience

• Minimum 0–2 years of experience in technical support, customer support, or IT helpdesk roles.

• Prior experience in international voice support is a plus.

Working Hours

• US Shift: Typically 6:00 PM – 3:00 AM IST (may vary slightly based on client requirements).

• Full-time role with occasional flexibility based on business needs.

Knowledge, Skills, and Abilities

• Strong analytical and technical problem-solving capabilities.

• Excellent verbal and written communication skills.

• Ability to work independently and as part of a team.

• Customer-oriented mindset with attention to detail.

• Patience and resilience under pressure while handling challenging client situations.

Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Training and career development opportunities.

• Friendly and inclusive workplace culture.

• Work-from-office flexibility depending on project requirements.

Why Join Global MNC Tech

• Be part of a global leader in technology solutions serving clients worldwide.

• Gain exposure to international client interactions and advanced technical processes.

• Work in a collaborative environment that encourages professional growth and innovation.

• Access to cutting-edge tools and resources to enhance your technical expertise.

How to Apply

Interested candidates are requested to submit their updated resume along with a cover letter highlighting relevant experience to us. Shortlisted candidates will be contacted for the interview process.