Technical Support Associate (Level 1)

L1 technical support role handling inbound customer requests, ticket creation, hardware/software/network troubleshooting, remote support, desktop and peripheral issues, DNS/DHCP/TCP-IP/network connectivity, routers and switches. The role also involves escalation, customer communication and collaboration with global teams across different time zones.

Required Skills Bachelor's degree mandatory No active backlogs 0–3 years relevant Service Desk / Technical Support / Helpdesk / Desktop Support experience

Strong knowledge or hands-on experience in

DNS DHCP TCP/IP Network connectivity Routers Switches Hardware/software/network troubleshooting Ticketing systems Remote support Desktop/laptop/peripheral troubleshooting Strong English communication Fluent spoken English Customer interaction skills Willingness to work rotational/night shifts Weekend/holiday work when required Global customer support exposure Preferred / Additional Skills Retail POS systems Self-Checkout (SCO) environments Retail store technologies Payment systems Scanners and printers Store network devices ITSM/ticketing tools Remote support applications MS Office Outlook VPN/IP addressing ITIL, CompTIA, Network+, or CCNA certifications