SAG Infotech - Technical Support Specialist - Ticketing System

About the Role :

We are hiring a proactive and technically skilled Tech Support Specialist (L1 / L2) to provide front-line support for hardware and software issues. The ideal candidate will be responsible for resolving desktop-level technical problems and assisting users via phone and remote Responsibilities :

• Provide Level 1 and Level 2 desktop support for hardware, software, and networking issues.
• Handle live inbound telephonic support and resolve user queries effectively.
• Perform user configuration, account setup, and regular maintenance of desktop systems.
• Troubleshoot basic to intermediate hardware issues (desktops, laptops, printers, peripherals).
• Resolve software-related problems including OS, antivirus, and productivity tools (e.g., MS Office).
• Escalate unresolved issues to higher-level support or engineering teams as needed.
• Maintain accurate records of issues and resolutions using ticketing systems.
• Ensure high levels of customer satisfaction through professional communication and Skills & Requirements :
• Good knowledge of desktop support (L1 / L2) including basic troubleshooting.
• Hands-on experience with hardware components, Windows OS, and common enterprise software.
• Strong communication skills with the ability to assist users clearly and patiently.
• Familiarity with remote support tools and helpdesk ticketing systems.
• Ability to prioritize tasks and manage time efficiently in a fast-paced Qualifications :
• Diploma or Bachelors degree in IT, Computer Science, or related field.
• Certifications like CompTIA A+, Microsoft MCP, or equivalent (preferred)

(ref : hirist.tech)