Tech Support

Edulearning venture; Bengaluru; On-site; INR 360,000 - 440,000; Full time

Job summary

Infosys BPM Ltd. is seeking an entry-level Technical Support Associate to provide frontline Level 1 assistance to global clients from Bangalore (Electronic City campus). The role involves troubleshooting OS, network, and software issues, with 24/7 rotational shifts and work from office mode.

You will log incidents in ITSM tools, manage access via AD/Azure AD, and aim for high FCR while maintaining CSAT and other KPIs. Training provided; shifts include night and weekend rosters.

Qualifications

• Entry-level role with training provided.
• Strong communication skills for phone, chat, and email.
• WFO in Bengaluru area or willingness to work on shifts.

Responsibilities

• Provide frontline L1 technical support via phone, chat, and email.
• Log and track incidents in ITSM platforms according to SLAs.
• Handle AD/Microsoft Entra ID with basic password resets.
• Document steps and contribute to KB for faster issue resolution.

Skills

L1 Support

Customer support

Multichannel support

Diagnostic skills

Tools

ServiceNow

Remedy

Control-M

Azure AD

Job description

Job Description

Company: Infosys BPM Ltd. Designation / Job Role: Process Executive – Technical Support / Service Desk Analyst Domain: Tech Support / IT Service Desk / End-User Computing Location: Bangalore (Electronic City campus) Salary / CTC: ₹4.0 LPA Job Level: Entry Level Work Shift: 24/7 Rotational Shifts (including US / night shifts and weekend rosters)Work Mode: Work from Office (WFO)

Role Summary

As a Technical Support Associate at Infosys BPM, you will provide frontline Level 1 (L1) technical assistance and incident resolution to global enterprise clients via phone, chat, and email channels. Operating within an ITIL-aligned framework, you are responsible for diagnosing operating system glitches, network connectivity failures, enterprise software bugs, and user access issues to maximize First Contact Resolution (FCR) and minimize user downtime.

Key Responsibilities

• 1. Multi-Channel Technical TroubleshootingAct as the single point of contact (SPOC) for internal or client enterprise users facing technical hardware, software, or network disruptions.Perform remote troubleshooting for Windows 10/11 and macOS operating systems, system driver issues, peripheral configurations (printers, dock stations), and client business software.Troubleshoot end-user connectivity issues involving VPN connectivity, Wi‑Fi configuration, TCP/IP settings, DNS flushes, and proxy settings.Resolve configuration and synchronization issues across the Microsoft 365 suite (Outlook email client, Microsoft Teams, OneDrive sync, SharePoint access).
• 2. Incident Management & Ticketing (ITSM)Accurately log, categorize, prioritize, and track all user interactions from creation to resolution in enterprise ITSM platforms (such as ServiceNow, Remedy, or Control-M).Follow strict Service Level Agreements (SLAs) regarding Initial Response Time, Mean Time to Resolve (MTTR), and First Contact Resolution (FCR).Dispatch unresolvable or complex infrastructure bugs to Tier 2 / L2 Desktop Support, Network Operations (NOC), or Systems Engineering with clear diagnostic work notes.
• 3. Identity & Access AdministrationHandle user identity and access requests using Active Directory (AD) and Microsoft Entra ID (Azure AD).Execute password resets, account unlocks, Multi-Factor Authentication (MFA) resets, and security token updates in accordance with corporate data security and privacy guidelines.
• 4. Documentation & SLA PerformanceMaintain detailed logs of diagnostic steps, user communications, and resolution methods in ticket histories.Utilize and contribute to internal Knowledge Base (KB) articles and Standard Operating Procedures (SOPs) to facilitate user self-service and issue resolution.Maintain target operational metrics: Average Handling Time (AHT), Quality Audit Scores (95%+), and Customer Satisfaction (CSAT).