Walk-in || Technical Support Executive

Capgemini is looking for a Technical Support Executive for a 24x7 Level 1 IT Service Desk role based in Noida.

In this role, you will deliver technical support over phone and chat for software, hardware, peripherals, and basic network issues while ensuring high customer satisfaction and adherence to SLAs.

• Deliver technical support over the phone and chat for software, hardware, peripherals, and basic network issues
• Diagnose and resolve technical issues efficiently, aiming for First Call Resolution (FCR)
• Handle frustrated or angry callers with patience, empathy, and professionalism
• Drive Customer Satisfaction (CSAT) by ensuring timely and effective resolution of issues
• Document all customer interactions and troubleshooting steps accurately in the ticketing system
• Escalate unresolved issues to higher-level support when necessary following defined protocols

• Excellent verbal communication skills with a neutral accent and active listening abilities
• Strong interpersonal skills to manage difficult conversations and de-escalate tense situations
• Basic to intermediate knowledge of Windows operating systems, device drivers, hardware components, and basic networking (Wi-Fi, LAN, IP configuration)
• Ability to multitask and work in a fast-paced environment
• Willingness to work in night shifts aligned with US time zones and rotational shifts with rotational week offs