Role Summary
Kyndryl is hiring an Apprenticeship - Technical Support Specialist (L1) across its India locations in Bengaluru, Hyderabad, and Gurugram. In this entry-level role, you will provide front-line technical assistance to B2B enterprise clients. You will troubleshoot operating systems, productivity suites, VPN connectivity, and collaboration platforms, log incidents in IT service management ticketing tools, perform entitlement checks, and resolve technical issues within strict SLA deadlines.
Key Responsibilities
- First-Line Technical Support: Deliver Level 1 technical support for hardware, operating systems (Windows, macOS), software applications, and IT services per contract agreements.
- Troubleshooting & Incident Resolution: Diagnose and resolve issues related to Office 365, email systems (Exchange/Outlook), VPN networks, VMware, and collaboration tools (Teams, Slack, Webex).
- Service Desk Management: Handle user password resets, conduct entitlement checks, maintain hardware/software inventory records, and accurately log/route tickets.
- Escalation & Advocacy: Act as the client’s advocate by managing incident escalations to L2/L3 teams and updating service outage status notifications.
- SLA & Performance Metrics: CONSISTENTLY meet defined Service Level Agreements (SLAs), Service Level Objectives (SLOs), and Key Performance Indicators (KPIs) to drive high customer satisfaction.
Key Qualifications
- Education: Bachelor of Computer Applications (BCA) or B.Sc. in Computer Science.
- Experience Level: Freshers (0 years) or up to 1 year of internship/technical service desk exposure.
- Technical Knowledge: Fundamental understanding of Windows, macOS, networking concepts (TCP/IP, VPN), Office 365, and IT service desk ticketing tools.
- Communication Skills: Excellent spoken and written English communication capabilities with a customer-centric troubleshooting mindset.
- Nice to Have: Multilingual abilities or foundational certifications in CompTIA A+, ITIL, or Microsoft Fundamentals.
About Kyndryl
Kyndryl is the world’s largest IT infrastructure services provider, designing, building, managing, and modernizing the mission-critical technology systems that power global enterprise businesses.