L1 Support

Job Title – L1 Support

Company – TCS (MEA)

Location – Oman

Job type – Full time

About Us:

Tata Consultancy Services (TCS) is an IT services, consulting and business solutions organization that has been partnering with many of the world’s largest businesses in their transformation journeys for over 50 years. TCS offers a consulting-led, cognitive powered, integrated portfolio of business, technology and engineering services and solutions. This is delivered through its unique Location Independent Agile™ delivery model, recognized as a benchmark of excellence in software development.

A part of the Tata group, India's largest multinational business group, TCS has over 616,171 of the world’s best-trained consultants with 157 nationalities in 53 countries. For more information, visit www.tcs.com and follow TCS news at @TCS_News.

Job Description:

An L1 (Level 1) Back Office (BO) Support Agent provides initial administrative, technical, or operational support to ensure smooth business functioning. They serve as a "behind-the-scenes" frontline agent, processing data, resolving routine requests, and escalating complex issues to L2 support, acting as a bridge between internal teams and client-facing staff.

Key Responsibilities

· Ticket Management: Receive, log, acknowledge, and classify incoming requests, incidents, or alerts via email, chat, or ticketing systems (e.g., ServiceNow, Remedy).

· Data Processing & Entry: Enter, update, and maintain accurate records in databases, CRM systems, or ERP software.

· Routine Troubleshooting: Provide first-line fixes for basic issues such as password resets, account unlocking, software installation, or routine IT application support.

· Documentation & Reporting: Prepare daily/weekly reports on operational metrics, process documentation (e.g., invoices, bills of lading), and maintain accurate filing systems.

· Escalation: Route complex or unresolved problems to L2/L3 technical teams or managers.

· Vendor/Internal Coordination: Coordinate with internal departments or external vendors to process orders, manage inventory, or request support.

· System Monitoring: Monitor application health or server alerts to identify potential bottlenecks or failures.

Required Skills & Qualifications

· Technical Proficiency: Strong knowledge of MS Office Suite (especially Excel—Pivot Tables, VLookup), and familiarity with CRM or ERP tools.

· Communication: Excellent written and verbal communication skills for updating stakeholders and documenting issues.

· Attention to Detail: Meticulous approach to data entry to prevent costly errors.

· Time Management: Ability to work under tight deadlines and prioritize tasks effectively.

· Education: Typically requires a high school diploma or a Bachelor’s degree in Business Administration, IT, or a related field.

Common Roles & Contexts

· IT Service Desk L1: Remote troubleshooting, Active Directory management, O365 support.

· BO Executive (Finance/HR): Managing employee records, invoicing, and payroll data.

· Operational Support: Order management, tracking deliveries, and vendor coordination.

Application Deadline: 20-June-2026

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