L1 Support Specialist
1. Role Overview
eClerx is looking for a proactive and technically grounded L1 Night Shift Support Specialist to provide on-floor technical application support for an address Solution at the Chandigarh operations centre.
This is a hands-on, floor-presence role covering the night shift — the period during which the most critical and intermittent application issues have been observed on this programme. The resource will be the first point of contact for all agent-reported technical issues during the shift, working directly alongside the operations team to ensure continuity of voice and case management operations.
Issues that cannot be resolved at L1 are escalated to L2 on standby, with L3 available for complex technical escalations. The resource is expected to exhaust all L1 troubleshooting steps before escalating, and to document every incident — no matter how minor — in the floor incident tracker.
3. Required Qualifications & Experience
Education
B.Sc. / BCA / Diploma in Computer Science, IT, or equivalent. Practical experience preferred over formal credentials.
Experience
1–3 years in a technical support, helpdesk, or IT operations role. BPO/contact center environment experience is a strong advantage.
Windows & Endpoint
Comfortable with Windows troubleshooting: clearing cache/cookies/temp files, disk cleanup, browser reinstallation, profile cleanup, application reinstall.
Application Support
Basic experience supporting CRM, dialer, or case management applications. Familiarity with Alvaria or similar dialer/ACD systems is a plus.
Network Basics
Able to run basic connectivity checks: ping, VPN/MPLS status, identify whether an issue is local or network-side.
Documentation
Disciplined about logging incidents accurately and completely. Must be comfortable using Excel for the floor tracker.
Communication
Clear verbal and written communication in English. Ability to explain a technical issue to a non-technical Ops lead concisely.
4. Preferred / Nice-to-Have
- Prior experience in a BPO or contact center tech support environment.
- Exposure to Alvaria Aspect, Genesys, or any cloud/premise-based dialer platform.
- Basic understanding of CTI (Computer Telephony Integration) and IVR systems.
- Familiarity with antivirus policy management and endpoint baseline configuration.
Experience writing shift handover notes or incident summaries.
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8. Working Conditions
Work Location
Chandigarh Operations Floor – On-site presence mandatory for every shift.
Shift Hours
Night shift aligned to operations window: approximately 6:30 PM – 9:30 AM. Exact shift timings as per ops schedule.
Shift Pattern
5 days per week during initial ramp; 7 days during full operations. Rotational weekends as required.
On-Call Expectation
Must be reachable during shift hours. No remote working — floor presence is the core requirement of this role.
