Technical Support Specialist (L1)

Verito; Dadri; On-site; INR 250,000 - 550,000; Full time

Benefits offered by this job

On-site at Noida office

Job summary

Verito Technologies is seeking a Technical Support Specialist (L1) based in Noida. You will be the first point of contact for end users, handling tickets, calls and emails across cloud-hosted and on-premise environments.

You will follow SOPs, document thoroughly, and progress to L2 based on performance. Priorities include clear communication, issue isolation, and end-to-end ticket ownership.

Qualifications

• Proficient in Windows OS navigation, file systems and user accounts.
• Familiar with Remote Desktop (RDP) from an end-user perspective.
• Understanding of cloud-hosted vs locally installed software.
• Knowledge of endpoint monitoring and remote management concepts.
• Professional-standard written and spoken English.

Responsibilities

• Handle incoming support requests via ticket, email, and phone from client end users.
• Clarify problems, ask questions, and confirm issues before proceeding with fixes.
• Follow documented troubleshooting steps for cloud-hosted desktops and endpoints.
• Assist with password resets, MFA enrollment, and application access within scope.
• Support cloud-hosted and on-premise/hybrid setups, escalating when needed.
• Record complete notes, manage queue, and hand over escalations with detail.

Skills

Windows basics

RDP familiarity

Cloud-hosted apps

Managed IT support

English communication

Education

Computer Science background

Tools

Freshdesk

Zendesk

ConnectWise

Job description

This is a customer support role. That is the job. You will be the first point of contact between Verito Technologies and the end users of our managed services and cloud-hosted platforms. Your day is tickets, calls, and emails with accounting, tax, and legal professionals who depend on their software and systems to run their business.

You will work within defined procedures and a controlled scope. As you demonstrate reliability, judgment, and consistent performance, your responsibilities and access to technology will grow. Experience level is not a hiring filter. What matters is that you communicate with clarity, absorb new information quickly, and take the customer experience seriously.

Communication is the primary skill we hire for. We serve over 2,000 client firms with more than 4,500 individual users. Our operations team is small, holds a high standard on documentation and communication, and promotes from within. L1 is the entry point to a defined path. L2 is the next step, and we fill it from this bench wherever we can.

This position is based at our Noida office. All client support is delivered remotely from that office. This is not a work-from-home role.

What You Will Do

Your core function is customer support across both our service lines. The nature of issues you handle will vary by line of business, but the standard for communication, documentation, and ownership is the same across all of them.

Client and End-User Support

• Handle incoming support requests via ticket, email, and phone from end users at client firms.
• Understand what a user is describing. Ask clarifying questions. Confirm the problem before attempting any fix.
• Work through documented troubleshooting steps for common issues across cloud-hosted desktops, locally managed endpoints, application access, connectivity, and user account problems.
• Assist users with guided tasks including password resets, account access issues, MFA enrollment, and application-level problems within permitted scope.
• Support clients across both cloud-hosted environments and managed on-premise or hybrid setups depending on the engagement.
• Resolve what falls within your scope. Escalate what does not, with a complete written handover.

Ticket and Documentation Standards

Verito Technologies | Technical Support Specialist (L1)

• Log every interaction with complete, factual notes: what the user reported, what you tried, what the outcome was, and what the next step is.
• Manage your queue actively. No ticket goes without an update. Users are kept informed on status throughout.
• Escalate issues that exceed your current scope with a full written summary. Escalation is a handover, not a redirect.
• Follow SOPs as written. When a procedure is unclear or outdated, raise it through the correct channel rather than working around it.
• Identify recurring issues across your ticket history and flag them for review.
• Contribute to the internal knowledge base. When you solve something that is not documented, document it.

Growth

• Your access to technology and your scope of responsibility will increase based on demonstrated performance and judgment.
• The path from L1 to L2 is real and we promote into it. It is earned through consistent ticket quality, sound judgment under pressure, and the technical range to own an issue end to end.

What We Expect

Communication

Communication is the primary skill this role is evaluated on. It is the reason we hire someone or do not.

• Written English must be professional, precise, and unambiguous in every ticket note and every client message.
• Verbal communication must be calm, structured, and appropriate for a non-technical audience at all times.
• You must be able to explain a problem in plain language. Jargon stays in internal notes, not in client-facing text.
• Active listening is not optional. Most support failures happen because someone responded to what they assumed the user meant.
• You will interact with US-based users across time zones. Responsiveness, tone, and clarity are actively measured.
• You must be able to read an error message, a procedure, or a ticket history and extract what matters from it without being walked through it.
• You must be able to identify what a user likely needs from an incomplete or technically inaccurate description.
• You will be given tools and SOPs with limited formal training. Reading carefully and asking precise questions when something is unclear is how you succeed here.
• If the same issue surfaces repeatedly, you should notice and raise it.

Qualifications

Required

• Functional understanding of Windows: navigating the OS, file system basics, user accounts, and common error types.
• General awareness of what Remote Desktop (RDP) is from an end-user perspective.
• Basic understanding of how cloud-hosted applications differ from locally installed software.
• Basic understanding of what managed IT support involves, including endpoint monitoring and remote management concepts.
• Professional-standard written and spoken English.
• Availability to work US business-hour shifts or split shifts as required.
• Willingness to work on-site from our Noida office.

Verito Technologies | Technical Support Specialist (L1)

Preferred (Not Required)

• Prior experience in a helpdesk, IT support, MSP, or customer service role in a technical environment.
• Familiarity with a ticketing system such as Freshdesk, ConnectWise, Zendesk, or similar.
• Understanding of identity and access management through Active Directory: user accounts, groups, organizational units, and how permissions are assigned and controlled.
• Awareness of endpoint management concepts: remote agents, patch deployment, monitoring, and device compliance basics.
• Awareness of MFA, password hygiene, and phishing recognition.
• Basic networking awareness: what DNS, DHCP, and VPN do at a conceptual level.

Education

No specific degree required. A background in Computer Science or IT is helpful but not a filter. A candidate who communicates exceptionally and demonstrates sound judgment will be preferred over a credentialed one who cannot.

Who Thrives Here

The people who grow in this role share the same traits regardless of where they started:

• They treat every support interaction as a reflection of the company, because it is.
• They write tickets and client messages that are complete, clear, and actionable.
• They ask questions when something is unclear rather than guessing and escalating a larger problem.
• They own the ticket until it is resolved or properly handed over. They do not redirect problems.
• They are not intimidated by unfamiliar software or a procedure they have not seen before. They read, try, and ask in that order.
• They notice when the same issue appears repeatedly and say something about it.
• They understand that the role grows with them, and they come to work trying to earn that growth.