Technical Support Engineer L1

Overview

Responsibilities:

· Working in a shift rotation as part of our 24x7 service operation.

· Provide excellent customer service and technical support via phone, email, or chat.

· Respond to customer inquiries, troubleshoot technical issues, and resolve problems efficiently and professionally.

· Walk customers through the problem-solving process, providing clear and concise instructions.

· Identify and escalate complex issues to the appropriate support teams or senior technicians.

· Collaborate with other support engineers and teams to resolve escalated problems and track progress.

· Maintain accurate and detailed records of customer interactions and technical solutions in the ticketing system.

· Contribute to the development and improvement of support documentation and knowledge base articles.

· Stay up to date with the latest technologies and products to enhance troubleshooting capabilities.

· Follow company policies and procedures, ensuring compliance with security and data protection guidelines.

· Provide timely updates to customers regarding the status of their support tickets and resolutions.

· Participate in ongoing training to enhance technical skills and customer service knowledge.

Requirements:

· Excellent communicator – fluent written and spoken English is MUST

· Proven work experience in a customer support or technical support role is advantageous.

· Strong technical knowledge of computer systems, software applications, and hardware components.

· Familiarity with common operating systems (e.g., Windows & macOS) and productivity software.

· Experience and knowledge of Office 365 (Exchange, SharePoint, OneDrive etc.)

· Excellent troubleshooting skills of standard Microsoft Office suites.

· Working knowledge and administration of AD and Group policy.

· Excellent communication and interpersonal skills to effectively interact with customers and colleagues.

· Ability to troubleshoot and analyze technical problems logically and methodically.

· Patient, empathetic, and customer-focused approach to handling support requests.

· Basic understanding of networking concepts and protocols is desirable.

· Ability to work independently and collaboratively in a team-oriented environment.

· Flexible schedule to accommodate shift work, weekends, and public holidays as needed.

Atech Benefits:

· 24 days leave plus 8 festival holidays

· Food Provided

· Provident Fund

· Exam fee and training funding

· Healthcare Scheme.

· Enhanced maternity & paternity leave

· Employee Assistance Programme

· Employee Awards - 5, 10, and 15-year service awards

· Employee Referral Scheme

· Individual Training & Development Plans.

Job Types: Full-time, Permanent

Pay: From ₹500,000.00 per year

Benefits:

• Food provided
• Health insurance
• Leave encashment
• Provident Fund

Shift:

• Rotational shift

Ability to commute/relocate:

• Bopal, Ahmedabad, Gujarat: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Troubleshooting: 2 years (Required)
• O365: 2 years (Required)
• Active Directory: 2 years (Required)
• Networking Concepts: 2 years (Required)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)
• Overnight Shift (Required)

Work Location: In person