Technical Support I – IT Helpdesk

Job Type: Full Time

Job Description:

Position Overview

General Purpose

Provide user support and customer service on company-supported computer applications and platforms. Troubleshoot problems and provide first call resolution and advise on the appropriate action.

Main Job Duties and Responsibilities

Answer incoming calls to provide first call resolution
respond to requests for technical assistance in person, phone, chat, or email
diagnose and resolve technical hardware and software issues
research questions using available information resources
advise user on appropriate action
follow standard help desk procedures
log all help desk interactions
follow up with customers and users to ensure complete resolution of issues
identify and escalate situations requiring urgent attention
track and route problems and requests and document resolutions
resolve technical problems with Local Area Networks and Wide Area networks
inform management of recurring problems
stay current with system information, changes, and updates
clean up computers

Education, Qualifications and Experience

Bachelor’s degree preferred
working knowledge of fundamental operations of relevant software, hardware, and other equipment
knowledge of relevant call tracking applications
knowledge and experience of customer service practices

Key Skills and Competencies

oral and written communication skills
learning skills
customer service orientation
problem analysis
team interaction
planning and organizing
attention to detail
stress tolerance


For over 30 years, Zones has worked with industry-leading partners to offer comprehensive IT solutions to clients around the world. Our Workplace Modernization, Network Optimization, Data Center Transformation and Security Fortification solutions lead clients through their digital transformations, and our services offer support every step of the way. That’s what makes us the First Choice for IT.™


While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own team. Our employees enjoy a variety of comprehensive benefits, including medical coverage for parents, spouse and children; life insurance; paid annual, casual, and medical leaves; Provident Fund; EOBI; Annual retention bonus and increments, on the house free quality food and much more.


Job timings are from : 9:00 PM till 6:00 AM .

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