Technical Support Engineer Layer 1 (NOC)

The Technical Support Engineer acts as the primary point of contact for customers requiring technical assistance. This role involves handling support tickets, resolving first-level issues, and escalating advanced problems to Tier 2 or Tier 3 teams when necessary. The ideal candidate will demonstrate strong communication skills, a customer-centric mindset, and solid knowledge of basic troubleshooting for software, hardware, and networking systems.

Key Responsibilities

• Serve as the first line of support for customers through phone, email, chat, and ticketing systems.
• Log, prioritize, and categorize customer requests accurately within the ticketing system.
• Deliver first-level technical support, including but not limited to:
• Password resets and account access issues
• Assistance with software installations and configurations
• Troubleshooting network connectivity problems
• Basic hardware diagnostics and issue resolution
• Provide clear, step-by-step guidance to customers using FAQs and documented processes.
• Escalate unresolved or complex issues to Tier 2/Layer 2 or Tier 3 support teams.
• Adhere to standard operating procedures and incident management protocols.
• Maintain timely follow-up and proactive communication with customers on open tickets.
• Document resolutions and contribute to the internal knowledge base for continuous improvement.
• Ensure professionalism, empathy, and customer satisfaction in all interactions.
• Collaborate with internal teams to ensure efficient problem resolution and knowledge sharing.

Requirements

Education & Experience:

• High school diploma or equivalent; Associate or Bachelor’s degree preferred.
• Minimum 1 year of experience in customer service, help desk, or technical support.

Skills:

• Strong verbal and written communication skills.
• Basic understanding of IT environments (Windows, macOS, networking).
• Familiarity with ticketing systems (e.g., Oracle, Zendesk, Freshdesk, Jira).
• Ability to diagnose and troubleshoot common hardware and software problems.
• Strong problem-solving skills with keen attention to detail.
• Ability to work independently and collaboratively in a team environment.

Desirable:

• Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation, CCNA).
• Previous experience in a call center, NOC, or help desk environment with exposure to Layer 2 support.

Job Type: Full-time

Pay: From Rs42,000.00 per month

Application Question(s):

• Are you CCNA Certifed ?
• Do you have experience of Technical Support Level 1 NOC ?
• Can you join by Dec 1st 2025 ?

Expected Start Date: 01/12/2025