Tier 1 Support Technician

About us:

Our team collaborates with leading service-oriented companies across Europe, USA, Singapore, and Japan. With diverse technical expertise and a strong commitment to Agile methodologies, we embrace an international culture. Daily interactions with international clients are a cornerstone of our operations.

We proudly call ourselves the Binate Family and genuinely mean it. Our world-class, friendly working environment is designed to nurture talent and foster long-term growth. We don’t just seek the best talent; we provide the tools, training, and support necessary for building lasting relationships and ensuring success.

Job Context:

Binate Solutions Ltd. is looking for a Tier 1 Support Technician who enjoys solving technical problems, communicates professionally and takes ownership of customer issues from first contact through resolution or appropriate escalation.

 The selected professional will support connected devices, gateways, software and network-related issues for an international technology client. The role combines responsive help-desk support with proactive monitoring so potential issues can be identified before they become service interruptions.

 Key Responsibilities:

• Monitor the client’s support monitoring dashboards to identify offline devices, system alerts, and potential customer issues before they become service interruptions.
• Respond to customer-support requests with professionalism, urgency and empathy.
• Troubleshoot hardware, software, networking and connectivity problems.
• Manage support tickets from initial contact through resolution or escalation.
• Document troubleshooting steps, outcomes and follow-up actions accurately.
• Collaborate with Engineering, Product, Customer Success and other support colleagues.
• Improve technical knowledge, internal documentation and support processes continuously.
• Take ownership of customer communication and keep stakeholders appropriately informed.

Required Qualifications:

• 1–3 years of experience in technical support, help desk, service desk or customer support.
• Experience with a ticketing or help-desk platform such as Freshdesk, Zendesk, Jira, ServiceNow or a similar system.
• Excellent written and verbal English communication skills.
• Strong troubleshooting, analytical and critical-thinking ability.
• Basic understanding of computer hardware, software and networking.
• Strong customer-service mindset, interpersonal skills and attention to detail.
• Ability to work in a fast-paced, team-oriented environment.
• Willingness to learn, improve and take responsibility  

Preferred Qualifications:

• Experience supporting hardware, IoT devices or SaaS platforms.
• Experience troubleshooting hardware devices and networking issues is strongly preferred.
• Familiarity with TCP/IP, DNS, DHCP, Wi-Fi, Ethernet and cellular connectivity.
• Experience communicating directly with external customers in a technical-support role.

• 1 to 3 years
• The applicants should have experience in the following business area(s): Telecommunication, Software Company, IT Enabled Service, Computer Hardware/Network Companies, Call Center

• Bachelor’s degree in Information Technology, Computer Science, Engineering or a related field, or equivalent practical experience.

• Age At least 21 years

Working Hours:

• The role may require shift-based support coverage aligned with international client operating hours. The specific schedule will be discussed during the interview process.

• Weekly 2 holidays
Festival bonuses as per company policy. Working with friendly, passionate, and experienced teams. Opportunity to work with modern technologies.

Please send your resume to careers@binate-solutions.comThe application title must be `Tier 1 Support Technician-[Applicant Name].`Email subject line: Application - Tier 1 Support Technician - [Applicant Name]Please submit the CV in PDF format.Note: Shortlisted applicants may complete a written or technical exercise and attend online interviews. Only candidates selected for the next stage may be contacted during the active recruitment cycle.

Send your CV to the given email careers@binate-solutions.com or Email your CV from My Bdjobs account