Technical Support Officer – SLA Level 1

•  1-3 yrs of Experience of providing first-level technical support
• Strong verbal and written communication skills
• Basic understanding of web and mobile applications
• Ability to troubleshoot and resolve common technical issues efficiently
• Familiarity with ticketing and incident management systems
• Ability to follow SLA processes and escalation procedures
• Good time management and problem-solving skills
• Willingness to work in shifts when required
• Ability to work collaboratively with internal teams and support users professionally

• Resolve first-level support requests within defined SLA timelines
• Maintain high first-contact ticket resolution accuracy
• Ensure support issues are documented clearly, accurately, and on time
• Provide professional and consistent communication to enhance user satisfaction
• Escalate unresolved issues with sufficient diagnostic information
• Help reduce repeat incidents through accurate issue logging and reporting

We are looking for a proactive and customer-focused Technical Support Officer Level 1  who is passionate about helping users and resolving technical issues efficiently. The ideal candidate should have strong communication skills, a problem-solving mindset, and the ability to handle support requests in a professional and timely manner.