Work From Home Technical Support Analyst (Tier 1)

Mashreq Bank; India; Remote; INR 4,00,000 - 6,00,000; Full time

Job summary

A leading banking institution is seeking a Technical Support Analyst (Tier 1) to provide first-level technical assistance to customers remotely. The ideal candidate will have a strong understanding of operating systems and excellent communication skills. This fully remote role offers flexible shifts and opportunities for career growth.

Benefits

Competitive pay structure

Work-from-home flexibility

Paid training and career development

Health insurance and wellness benefits

Qualifications

• 1-2 years of experience in a technical support or helpdesk role.
• Experience with remote troubleshooting tools is a plus.
• Fresh graduates with strong technical aptitude encouraged to apply.

Responsibilities

• Respond to technical support requests through chat and email.
• Diagnose and troubleshoot software and hardware issues.
• Provide guidance to resolve technical problems efficiently.

Skills

Strong understanding of operating systems

Basic networking knowledge

Proficiency in troubleshooting software and hardware

Excellent communication skills

Analytical and problem-solving abilities

Education

Bachelor's degree in Information Technology or Computer Science

Tools

Ticketing systems (Zendesk, Freshdesk, ServiceNow)

Job description

Job Summary

The Elite Job, in partnership with Amazon Work From Home initiatives, is seeking a detail-oriented Technical Support Analyst (Tier 1) to provide first-level technical assistance to customers via chat, email, or remote access. This role is ideal for tech-savvy individuals with excellent problem-solving skills and a passion for delivering high-quality customer service. You will serve as the first point of contact for end-users, diagnosing issues, providing solutions, and ensuring customer satisfaction in a fast-paced, remote environment.

Key Responsibilities

• Respond to incoming technical support requests through chat, email, or ticketing systems.

• Diagnose and troubleshoot software, hardware, and network-related issues.

• Provide step-by-step guidance to resolve technical problems efficiently and courteously.

• Escalate complex issues to Tier 2/3 support teams when necessary.

• Maintain accurate documentation of customer interactions, issues, and resolutions.

• Monitor system alerts and respond promptly to ensure uninterrupted service.

• Follow up with customers to ensure satisfactory resolution of issues.

• Contribute to knowledge base articles and improve internal support documentation.

• Collaborate with cross-functional teams to enhance customer experience and technical efficiency.

Required Skills and Qualifications

• Bachelors degree in Information Technology, Computer Science, or related field (or equivalent practical experience).

• Strong understanding of operating systems (Windows, macOS, Linux basics).

• Basic networking knowledge (DNS, IP configuration, VPNs).

• Proficiency in troubleshooting software and hardware issues.

• Excellent written and verbal communication skills in English.

• Ability to multitask and manage time effectively in a remote work setting.

• Strong analytical and problem-solving abilities.

• Familiarity with ticketing systems such as Zendesk, Freshdesk, or ServiceNow is preferred.

Experience

• Minimum of 1–2 years of experience in a technical support or helpdesk role (preferably remote).

• Experience in customer service and remote troubleshooting tools (TeamViewer, AnyDesk, etc.) is highly desirable.

• Fresh graduates with strong technical aptitude and communication skills are encouraged to apply.

Working Hours

• Flexible shifts based on global support coverage — typically 8-hour shifts between Monday to Friday.

• Weekend or on-call rotation may be required occasionally.

• Fully remote role – candidates must have a reliable internet connection and a quiet home workspace.

Knowledge, Skills, and Abilities

• Strong customer orientation with empathy and patience.

• Ability to work independently and as part of a distributed team.

• Adaptable to new technologies and evolving support tools.

• Strong attention to detail and accuracy in documentation.

• Continuous learner mindset with interest in IT and customer service excellence.

Benefits

• Competitive pay structure with performance-based incentives.

• Work-from-home flexibility with full technical setup support.

• Paid training and career development opportunities.

• Health insurance and wellness benefits (where applicable).

• Employee assistance program and access to learning resources.

• Opportunity to grow into higher-tier technical or managerial roles.

Why Join The Elite Job

At The Elite Job, we believe in empowering our remote workforce through innovation, support, and growth. As a Technical Support Analyst, you will not only help customers solve problems—you will help shape their digital experience. Our global team thrives on collaboration, learning, and technology-driven excellence. Join us to build a rewarding career with the flexibility to work from anywhere while making a real impact every day.

How to Apply

Interested candidates are encouraged to submit their updated resume along with a brief cover letter highlighting relevant experience and technical expertise.
Apply directly through The Elite Job career portal or send your application via email to uswith the subject line: Application – Technical Support Analyst (Tier 1).