Job Summary

Global MNC Tech is seeking a customer-focused and technically skilled Technical Support Associate (L1) to join our growing support operations. In this role, you will serve as the first point of contact for end users, providing prompt and effective technical assistance for hardware, software, and basic network-related issues. The ideal candidate is proactive, detail-oriented, and passionate about delivering an excellent customer experience while working in a dynamic, rotational night shift environment.

Key Responsibilities

• Act as the first-level point of contact for technical issues via phone, email, chat, or ticketing systems.

• Diagnose and resolve basic hardware, software, application, and connectivity issues.

• Log, track, and update incidents, service requests, and resolutions accurately in the ticketing tool.

• Escalate unresolved or complex issues to L2/L3 support teams as per defined SLAs.

• Follow standard operating procedures (SOPs) and knowledge base articles to ensure consistent support delivery.

• Guide end users with clear instructions and troubleshooting steps in a professional manner.

• Maintain a high level of customer satisfaction through timely follow-ups and effective communication.

• Adhere to shift schedules, quality standards, and performance metrics.

Required Skills and Qualifications

• Bachelors degree, diploma, or equivalent qualification in IT, Computer Science, or a related field.

• Strong verbal and written communication skills in English.

• Basic understanding of computer systems, operating systems (Windows/Mac), and common applications.

• Familiarity with ticketing tools and remote support tools is an advantage.

• Good problem-solving skills with the ability to learn new technologies quickly.

• Customer-oriented mindset with a professional and patient approach.

Experience

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

• Freshers with strong technical aptitude and communication skills are encouraged to apply.

• Prior experience supporting international clients is a plus.

Working Hours

• 5 days working per week.

• Rotational night shifts aligned with global client support requirements.

• Weekly rotational offs as per business needs.

Knowledge, Skills, and Abilities

• Basic knowledge of networking concepts (LAN/WAN, DNS, VPN – preferred).

• Ability to multitask and manage time effectively in a fast-paced environment.

• Willingness to work in rotational night shifts.

• Team player with the ability to work independently when required.

• Strong attention to detail and documentation skills.

Benefits

• Competitive salary package with night shift allowances.

• 5 days working with rotational weekly offs.

• Comprehensive training and onboarding support.

• Career growth opportunities within a global organization.

• Employee engagement programs and a supportive work culture.

• Health insurance and other statutory benefits as applicable.

Why Join Global MNC Tech

• Be part of a reputed global organization serving international clients.

• Gain exposure to diverse technologies and enterprise-level support environments.

• Clear career progression paths and continuous learning opportunities.

• Inclusive, collaborative, and employee-centric work culture.

• Opportunity to build a strong foundation in IT and technical support.

How to Apply

Interested candidates can apply by submitting their updated resume to the Global MNC Tech recruitment team or through our official career portal. Shortlisted candidates will be contacted for further interview rounds.