Internal Title: Field Technica · Mumbai

Internal Title: Field Technical Support Associate 1, External Title : Desktop Support Engineer 1 is a customer-facing opportunity based in Mumbai, India.

Delivers on-site and remote technical support, troubleshooting hardware and desktop operating system issues to ensure smooth business operations.

Key Responsibilities

• Delivers on-site and remote technical support, troubleshooting hardware and desktop operating system issues to ensure smooth business operations
• Handle incoming issues for Internal Title: Field Technical Support Associate 1, External Title : Desktop Support Engineer 1 workflows with urgency, structure, and a clear customer-first mindset.
• Diagnose problems methodically and resolve incidents with minimal repeat effort.
• Coordinate with engineering, product, operations, or client teams when escalations require deeper investigation.
• Maintain accurate records of issues, workarounds, and permanent fixes in shared systems.
• Identify recurring failure patterns and propose practical improvements to reduce support volume.
• Communicate status updates clearly so customers and internal stakeholders understand progress and next steps.
• Validate resolutions carefully before closure to protect quality and trust.
• Contribute to help content, knowledge bases, and internal playbooks that improve team responsiveness.
• Spot edge cases, process gaps, or product issues and escalate them with useful context.
• Balance responsiveness with prioritization when multiple tickets or escalations land simultaneously.
• Support SLA adherence through disciplined tracking, follow-up, and ownership.

Preferred Qualifications

• Bachelor's degree or equivalent practical experience in a related field.
• Strong troubleshooting ability and a calm, structured approach to issue resolution.
• Excellent written and verbal communication with a customer-first mindset.
• Ability to prioritize effectively and maintain quality while handling multiple issues.
• Comfort working with internal teams to resolve escalations and close knowledge gaps.
• Strong documentation habits and attention to recurring problem patterns.

Applications should be submitted through the listed apply link.