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 tools.

Key Responsibilities :

- 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 follow-ups.

Key Skills & Requirements :

- 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 environment.

Preferred Qualifications :

- Certifications like CompTIA A+, Microsoft MCP, or equivalent (preferred)