Senior Analyst

Job description

**Job Description** **L1 Support Specialist** - Role Overview eClerx is looking for a proactive and technically grounded L1 Night Shift Support Specialist to provide on-floor technical application support for an address Solution at the Chandigarh operations centre. This is a hands-on, floor-presence role covering the night shift — the period during which the most critical and intermittent application issues have been observed on this programme. The resource will be the first point of contact for all agent-reported technical issues during the shift, working directly alongside the operations team to ensure continuity of voice and case management operations. Issues that cannot be resolved at L1 are escalated to L2 on standby, with L3 available for complex technical escalations. The resource is expected to exhaust all L1 troubleshooting steps before escalating, and to document every incident — no matter how minor — in the floor incident tracker. - Required Qualifications & Experience **Category** **Requirement** **Education** B.Sc. / BCA / Diploma in Computer Science, IT, or equivalent. Practical experience preferred over formal credentials. **Experience** 1–3 years in a technical support, helpdesk, or IT operations role. BPO/contact center environment experience is a strong advantage. **Windows & Endpoint** Comfortable with Windows troubleshooting: clearing cache/cookies/temp files, disk cleanup, browser reinstallation, profile cleanup, application reinstall. **Application Support** Basic experience supporting CRM, dialer, or case management applications. Familiarity with Alvaria or similar dialer/ACD systems is a plus. **Network Basics** Able to run basic connectivity checks: ping, VPN/MPLS status, identify whether an issue is local or network-side. **Documentation** Disciplined about logging incidents accurately and completely. Must be comfortable using Excel for the floor tracker. **Communication** Clear verbal and written communication in English. Ability to explain a technical issue to a non-technical Ops lead concisely. - Preferred / Nice-to-Have - Prior experience in a BPO or contact center tech support environment. - Exposure to Alvaria Aspect, Genesys, or any cloud/premise-based dialer platform. - Basic understanding of CTI (Computer Telephony Integration) and IVR systems. - Familiarity with antivirus policy management and endpoint baseline configuration. - Experience writing shift handover notes or incident summaries. - Working Conditions **Condition** **Details** **Work Location** Chandigarh Operations Floor – On-site presence mandatory for every shift. **Shift Hours** Night shift aligned to operations window: approximately 6:30 PM – 9:30 AM. Exact shift timings as per ops schedule. **Shift Pattern** 5 days per week during initial ramp; 7 days during full operations. Rotational weekends as required. **On-Call Expectation** Must be reachable during shift hours. No remote working — floor presence is the core requirement of this role. **Responsibilities** - Key Responsibilities - On-Floor Incident Response - Be physically present on the operations floor throughout the night shift, particularly during the 11:30 PM – 1:00 AM peak risk window. - Respond immediately to any agent-reported application issue — no ticket queue, no waiting. - Work through the standardized troubleshooting checklist for every incident before escalating. - Apply approved L1 fixes before escalating to L2. - Confirm resolution with the affected agent before moving on and log the outcome. - Shift Handover - At the end of each shift, send a brief handover note to the day shift lead and L2 covering: incidents raised, incidents resolved, any open items, and watch points for the next shift. - Flag any pattern — if the same issue hits two or more agents within a shift, escalate it as a potential systemic issue rather than treating it as isolated. - Monitoring & Alerting - Proactively monitor the floor during the shift — do not wait for agents to report issues. - If 3 or more agents hit issues simultaneously, immediately notify L2 — do not attempt to resolve individually first. - Coordination with IT & Tech Teams - Coordinate with the IT team for and other support teams for respective team related issues during the shift. - Communicate clearly: what the issue is, which agent, what steps were already tried, and what is needed from IT. **Qualifications** - Sc. / BCA / Diploma in Computer Science, IT, or equivalent.