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.

Roles & Responsibilities :

The L1 Helpdesk Support role involves providing the first line of technical assistance to users within a Windows environment. The primary responsibility is to handle basic technical issues and inquiries, 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 via phone, email, or ticketing system.

  • 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.

  • Log all incidents and service requests accurately in the ticketing system and ensure timely follow-up.

• System and Software Management:

  • Assist with user account setup, password resets, and basic permission configurations in Active Directory.

  • Provide support for Microsoft Office 365 applications and assist with basic productivity tool issues.

  • Perform routine tasks like system updates, patch installations, and antivirus scans to ensure system security and stability.

• 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.

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 :

• 1-2 years of experience in a technical support or helpdesk role, preferably in a Windows environment.

• Preferably IT Technical Call Center Experience

Mandatory/requires Skills :
Basic knowledge of Windows operating systems (Windows 10, Windows 11).

• Familiarity with Microsoft Office 365 and common productivity tools.

• Understanding of basic networking concepts, including TCP/IP, DNS, and DHCP.

• 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.

Bosch Internal: New opportunity 2025197 L49 - Helpdesk Support