Walk-in | Technical Support Associate

Ipdigital Technologies; Bengaluru; On-site; INR 350,000 - 700,000; Full time

Job summary

Ipdigital Technologies is seeking a Global Technical Support Analyst (L1 End User Support) in Bengaluru to take ownership of customer IT issues from start to finish. You will handle calls, chats, and tickets, troubleshoot Windows, AD, and licensing, and ensure timely resolution for end users worldwide.

The role requires strong English communication, ability to multitask, and familiarity with ITSM/ITIL processes. Shift flexibility and a customer-first mindset are essential.

Qualifications

• Experience providing first-level IT support to global customers/users.
• Basic troubleshooting for Windows 10/11 and O365 licensing.
• Create/Delete users in AD; knowledge of Azure AD and licensing.
• Experience handling end-user issues across hardware, software, and networks.

Responsibilities

• Own end-user issues from creation to resolution and ensure timely closure.
• Deliver high-class customer service for IT needs across locations.
• Handle calls, chats, and service tickets end-to-end per SOPs.
• Troubleshoot laptops/desktops and IT peripherals to resolve issues quickly.
• Prioritize tasks and follow GITSC processes for efficient support.

Skills

End-user support

Voice & chat support

Active Directory

Azure AD

Windows troubleshooting

English communication

Multitasking

Tools

ITSM/ITIL tools

Job description

Job Description

Role: Global Technical Support Analyst (L1 End User Support)

• Responsible for taking ownership of end-user issues end-to-end and resolve it ASAP.
• Responsible for delivering high-class customer service to end-users on their IT needs.
• Handle calls, chats, and service tickets as part of the daily task be responsible for the service ticket from creation to resolution and act as a facilitator as and when required.
• Troubleshoot operating problems any technical issues related to laptops, desktops and any other IT peripherals, service-related issues and involves technical resources where necessary to ensure timely resolution.
• Prioritize daily/weekly tasks as necessary. Diligently follow GITSC processes and SOPs.
• Identifies, creates, investigates, and researches user questions and problems as well as isolates and resolves information systems problems by effectively using the Knowledge Management tool.
• Manage service centre activities such as self-service queue, calls, and follow-ups on time.
• Give and seek feedback in an open, constructive, and timely manner at all levels.

Skill Requirements

• Prior experience supporting end users in different geographical locations to resolve issues related to hardware, software, basic network issues, Active Directory, etc.
• Basic Troubleshooting on windows 10 & Windows 11 OS.
• Troubleshoot 0365 and knowledge on Licensing on 0365
• Create Users, Delete Users in AD and knowledge on Azure AD.
• Experience providing first-level IT support to Global customers/users.
• Strong written and verbal communication skills in English.
• Ability to handle multiple customer requests simultaneously and prioritize daily workloads.

• Ability to identify, analyze, and resolve problems logically.
• Ability to troubleshoot and identify the root cause.
• Should be flexible and adaptable to new technologies.
• Should have Microsoft Certification

Desired Skills

• He / She should have 0 months to 1.5 years of experience providing first level IT support to Global customers/users.
• He / She should have experience in voice/chat support process.
• He / She should have prior experience supporting end user related issues like hardware, software, basic network issues, Active directory etc.
• Should have worked on ITSM/ITIL ticketing tools.Ability to consistently deliver high quality customer service in a professional manner.
• Strong verbal and written interpersonal skills/ Communication skills in English.
• Ability to learn quickly (on the job, through formal training & self-learning).
• Ability to multitask and prioritize critical items.
• Strong customer service focus.
• Strong listening skills.
• Strong Analytical skills.
• Ability to handle multiple customer requests simultaneously in a timely manner.
• Effective prioritization, follow-up skills and the ability to call out issues quickly when necessary.
• Ability to follow standard operating procedures & processes.
• Ability to deal with ambiguity.
• Flexibility to accommodate staff scheduling changes and work in 24x7 shift.