Provide first-line L1 support via email/ticketing: log incidents, diagnose and resolve basic issues, escalate to L2/L3 with documentation, assist with hardware/software setup, monitor system alerts, and maintain SLA and security compliance while ensuring high customer satisfaction.
This is a remote position.
Location: Currently remote, may transition to onsite in future
We are seeking a dedicated and customer focused L1 Support specialist Intern to join our support team. The ideal candidate will be the first point of contact for users experiencing any L1 issues. You will be responsible for diagnosing and resolving basic problems, providing timely and effective support, and escalating more complex issues to higher-level support as necessary.
Key Responsibilities:
SLA Management:
- Respond to incoming support requests via email, or ticketing system, ensuring all incidents are logged and tracked appropriately.
- Follow the SLA Process and Diagnose and resolve basic issues, providing step-by-step assistance to users.
- Escalate unresolved issues to L2/L3 support teams with detailed documentation and troubleshooting steps already taken.
Customer Service:
- Maintain a high level of customer satisfaction by providing clear communication, regular updates, and timely resolutions.
- Assist in the setup, configuration, and deployment of hardware and software for new and existing employees.
- Regularly monitor system performance and alerts, and take preventive measures to avoid potential issues.
- Ensure compliance with company policies, procedures, and security protocols at all times
Requirements
Qualifications:
- Bachelor's degree in computer science, Information Technology, or a related field.
- Basic understanding of computer hardware, software, Familiarity with common operating systems (Windows, Mac OS, Linux).
- Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Strong analytical and problem-solving skills with a keen attention to detail.
- A strong commitment to providing exceptional customer service and a positive user experience.
- Ability to work effectively both independently and as part of a team.
- Willingness to work in shifts, including nights, weekends, and holidays, as required.
Stipend details:
During the training Period (3 months) - INR 10,000/- per month, purely subject to your performance and contribution. This decision of stipend eligibility lies with the concerned Department Head.
Month 4 – Full time offer or termination of Internship (based on performance and evaluation during the Internship period)
During the Intern period, we’ll be doing a monthly performance review and will be sharing feedback monthly.
Upon completion of the internship period, solely depending upon performance and deliverables during the contract phase, we may be able to convert this into a full-time employment.
CTC Upon Conversion– Starting with 3.6L up to 5LPA will be offered based on performance and skills match as observed during the 3 months Internship program
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