Associate

L0 JD

Roles & Responsibilities

Respond to user queries via email, phone, or ticketing tools in a timely and professional manner.

Perform basic troubleshooting for application, system, and access-related issues using standard procedures and knowledge articles.

Log, track, and update support tickets with accurate information.

Escalate unresolved issues to the appropriate support teams.

Communicate clearly with users and provide regular updates on issue status.

Follow Standard Operating Procedures (SOPs) and support processes.

Learn new applications, tools, and technologies to support day-to-day operations.

Work collaboratively with team members to ensure timely issue resolution.

Demonstrate ownership, a proactive attitude, and a willingness to take on new responsibilities.

Be willing to work in a 24x7 rotational shift environment (mandatory).

Keep knowledge documents updated whenever new learnings or process changes are introduced.

Understand user issues by asking the right questions and gathering relevant information.

Basic understanding of Operating Systems (Windows/Linux) and computer networking concepts.

Familiarity with SQL and relational databases.

Understanding of programming fundamentals and logical problem-solving