Key skills
Communication
About this role
Company Description
Bosch Global Software Technologies Private Limited is a 100% owned subsidiary of Robert Bosch GmbH, one of the world's leading global supplier of technology and services, offering end-to-end Engineering, IT and Business Solutions. With over 28,200+ associates, it’s the largest software development center of Bosch, outside Germany, indicating that it is the Technology Powerhouse of Bosch in India with a global footprint and presence in the US, Europe and the Asia Pacific region.
Job Description
Roles & Responsibilities :
The L1 Support role involves supporting IT Fleet management support ITFM (Client desktop, laptop & Monitor), Managed Print Services (MPS) and Mobile Service Delivery (Mobile PIM Services) providing technical assistance to users within a Windows environment and Database monitoring. The primary responsibility is ensuring quick and effective resolutions while maintaining a high level of customer service.
Requirements
User Support and Troubleshooting:
Serve as the first point of contact for technical support, handling inbound requests email, or ticketing system.
End Device Management Tool (EDMT)
Knowledge of Computer hardware lifecycle managed using order forms.
Provide basic troubleshooting for Windows-based systems, including desktops, laptops, and peripherals.
Assist with common issues related to software applications, network connectivity, and hardware malfunctions.
Guide users through simple troubleshooting steps, such as rebooting devices, adjusting network settings, and reinstalling software.
OCC- Monitoring and First response
Log all incidents and service requests accurately in the ticketing system and ensure timely follow-up.
Customer Service:
Deliver excellent customer service by maintaining a professional demeanor and ensuring user satisfaction.
Educate users on basic troubleshooting techniques and IT best practices to minimize recurring issues.
Communicate effectively with users, keeping them informed about the status of their requests and any planned IT activities.
Qualifications
Educational qualification:
Bachelor’s degree in computer science, Information Technology, or a related field preferred
Relevant certifications such as CompTIA A+ or Microsoft Certified Solutions Associate (MCSA) are an advantage.
Experience :
2 - 3 years of experience in IT relevant working experience preferably in a Windows environment.
IT Fleet management
Mandatory/requires Skills :
Basic knowledge of Windows operating systems (Windows 10, Windows 11).
Familiarity with Microsoft Office 365 and common productivity tools.
Familiar with latest ICT technology or fast learner on new IT technology Knowledge
Experience using remote desktop tools and ticketing systems.
Preferred Skills :
Soft Skills:
Strong communication and interpersonal skills.
Ability to troubleshoot and resolve issues efficiently.
Excellent customer service orientation.
Ability to work independently and prioritize tasks effectively.
Availability:
Willingness to work in shifts, including nights and weekends, as required.
Ability to be on-call for urgent issues when necessary.