Zones Hiring L1 Service Desk Engineer in Bangalore | ₹3-3.5L

Company Overview

Zones is a global provider of end-to-end IT solutions with a strong supply chain and over 35 years of industry experience. The company focuses on Digital Workplace, Cloud and Data Center, Networking, Security, and Managed, Professional, and Staffing services.

Operating in more than 120 countries, Zones partners with leading technology providers including Microsoft, Apple, Cisco, Lenovo, and Adobe. The organization builds digital infrastructures that help businesses transform the way they operate.

Position Overview

The L1 Service Desk role provides remote technical assistance and support to customers. The position focuses on ensuring customer satisfaction by resolving issues quickly, ideally at the first point of contact.

The role requires strong technical knowledge, clear communication, and the ability to understand customer concerns, validate issues, and provide timely solutions. User queries must be recorded, assessed, and routed for further processing when necessary.

Key Responsibilities

• Act as the first point of contact for customers requesting technical assistance through phone, chat, or email.
• Deliver core IT support to global clients in a 24/7 rotational shift environment.
• Troubleshoot and configure desktop hardware, peripherals, and mobile devices.
• Perform remote diagnostics and guide users through troubleshooting steps.
• Install, configure, and resolve issues related to operating systems, mainly Windows, and software applications.
• Create and document support tickets while ensuring tasks are completed within defined SLAs.
• Escalate unresolved issues to higher-level support teams when required.
• Maintain detailed logs of incidents, solutions, and customer interactions.
• Collaborate with team members using communication platforms such as Microsoft Teams and Skype.
• Provide high-quality customer service while managing multiple tasks efficiently.
• Recommend improvements to processes and knowledge base articles based on user feedback.
• Demonstrate a solid understanding of computer systems and basic technical troubleshooting.

Benefits

Zones offers a comprehensive benefits package along with performance-based compensation. Employees receive medical insurance coverage, group term life insurance, and personal accident coverage.

The company also provides flexible leave policies to help employees maintain work-life balance within a collaborative and innovative work environment.

Zones is an equal opportunity employer and considers all qualified applicants without discrimination based on race, color, religion, gender, sexual orientation, national origin, disability, age, or other protected characteristics.