Associate - Engineer

About ISSQUARED:

An emerging value provider across an array of digital transformation solutions to address on-demand security and governance needs. Founded in 2010, the footprints of ISSQUARED span across the pillars of Cybersecurity, Cloud Infrastructure, and Managed Services to companies of all sizes, including Fortune 500. The core competencies of IT Security and Infrastructure Solutions complement each other to form ISSQUARED.

Job Category-Full-Time

Job Title: Helpdesk Support Engineer-L1

Job Overview:

Work Location: Hyderabad

Qualification: Bachelors degree in science or higher (B.E/B.Tech preferred)

Experience: 3+ years

Mandatory Requirements:

International BPO experience handling inbound/outbound calls.

Strong verbal and written communication skills with neutral accent.

Comfortable working in rotational US EST/PST shifts.

Foundation-level IT knowledge (Laptops, Windows OS, M365).

Ability to handle customer escalations calmly and professionally.

Key Responsibilities:

Handle inbound/outbound voice calls and chats from international customers, diagnose issues, and log accurate tickets in the service management tool.

Provide professional, confident, and empathetic customer support with clear communication and ownership.

Monitor shared mailboxes, alerts, and auto-ticketing queues to ensure timely response and SLA adherence.

Perform initial troubleshooting and aim for First Call Resolution (FCR) wherever possible.

Escalate incidents appropriately to L2/L3 teams with proper documentation and troubleshooting notes.

Continuously update customers via phone/email regarding ticket status, progress, and resolution timelines.

Work closely with onsite engineers, NOC, and infrastructure teams to ensure seamless issue resolution.

Participate in shift-based monitoring of customer environments (servers, networks, firewalls, endpoints) and respond to alerts.

Preferred skills:

Basic understanding of ITIL processes (Incident, Request, Change).

Exposure to Microsoft technologies is an added advantage.

Ability to quickly learn new tools and technologies in a dynamic MSP environment.

Working Conditions: Flexible to work in US EST/PST business hours on rotational basis.