L1 Helpdesk Technician (Remote)

We are looking for enthusiastic and customer-oriented L1 Helpdesk Technicians for one of our clients. This role is ideal for individuals with strong communication skills and a basic understanding of IT troubleshooting. Freshers are encouraged to apply if they are confident communicators and comfortable working in alignment with USA time zones.

Key Responsibilities:

• Act as the first point of contact for technical support via phone, email, or ticketing system.
• Log, categorize, and prioritize support requests accurately.
• Troubleshoot basic issues related to hardware, software, network, and peripherals.
• Escalate unresolved issues to higher-level support teams.
• Provide clear, step-by-step guidance to users in a professional and patient manner.
• Document issues and resolutions for future reference.
• Assist with onboarding tasks such as setting up user accounts and access.
• Ensure timely follow-up and resolution of user queries.
• Adhere to IT policies and service standards.
• Must be comfortable working during US business hours..
  
  
  

Required Skills:

• Excellent verbal and written communication skills in English.
• Strong understanding of Windows OS, MS Office, and general IT tools.
• Familiarity with IT platforms (e.g., N-able, Genuity, Jira, Freshdesk) would be a plus.
• Strong customer service orientation and problem-solving attitude.
  
  
  

Qualification:

Bachelor's degree in computer science, Information Technology, or a related field.