Technical Support - L1 / L3

NLB Services; Greater Noida; On-site; INR 460,000 - 600,000; Full time

Benefits offered by this job

Night shift bonus

Office-based role (Noida)

10-hour shifts

Job summary

NLB Services in Noida invites a Senior Service Desk Associate to join our IT help desk, providing support via phone, chat, or email for hardware, software, networks, and peripherals. You will screen, diagnose, and document issues, and dispatch to the appropriate teams to restore uptime.

You will guide users on IT policies and capabilities, handle PC maintenance inquiries, and collaborate across departments to resolve problems quickly.

Qualifications

• Excellent communication and technical skills.
• Immediate joiner required.
• Willingness to work night shifts; 10-hour shifts.

Responsibilities

• Manages customer interactions and records reported issues in the IT Service Management system.
• Identifies issues, applies fixes, and investigates root causes using internal instructions.
• Provides technical guidance in activities associated with identifying, prioritizing, and resolving problems by telephone and email.
• Screens, refers, and diagnoses internal inquiries and work requests relating to PC maintenance.
• Participates as a liaison between customers and departments within the organization to ensure all online system problems are resolved accurately and timely.
• Flexibility to work shifts if required.
• 24/7 shift availability.

Job description

Senior Service Desk Associate

Role Overview

The Service Desk Senior Associate advises and assists users over phone, chat, or email in solving problems related to hardware, software, networks, and peripherals using available technology and internal processes and procedures. Screens, diagnoses, researches, and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on the interpretation of IT policies, capabilities, and limitations. Provides quick response to ensure maximum uptime for all users.

Role Responsibilities

• Manages customer interactions and records reported issues in the IT Service Management system.
• Identifies issues, applies fixes, and investigates root causes using internal instructions.
• Provides technical guidance in activities associated with identifying, prioritizing, and resolving problems by telephone and email.
• Screens, refers, and diagnoses internal inquiries and work requests relating to PC maintenance.
• Participates as a liaison between customers and departments within the organization to ensure all online system problems are resolved accurately and timely.
• Flexibility to work shifts if required.
• 24/7 shift availability.

Additional Requirements

Excellent communication and technical skills. Immediate joiner required.

Compensation & Benefits

• Grade 4: Max 4.6 LPA, minimum 1 year of experience.
• Grade 6: Max 6 LPA, minimum 3 years of experience.
• Night shift bonus available for eligible candidates.
• Work from office; 10‑hour shifts.
• Location: Noida, 144.