About Us Binate Solutions Ltd. collaborates with leading service-oriented companies across Europe, the USA, Singapore, and Japan . With a diverse technical team and a strong commitment to Agile methodologies, we foster an international work culture where daily collaboration with global clients is part of our routine. We proudly call ourselves the Binate Family . Our world-class, friendly work environment is designed to nurture talent, encourage continuous learning, and support long-term career growth. Job Context We are looking for a motivated and customer-focused Tier 1 Support Technician who enjoys solving technical problems, communicates professionally, and takes ownership of customer issues from initial contact through resolution or appropriate escalation. The selected candidate will provide technical support for connected devices, gateways, software, and network-related issues for an international technology client while ensuring exceptional customer service and proactive system monitoring. Key Responsibilities

✔ Monitor support dashboards to identify offline devices, system alerts, and potential issues before they impact customers.

✔ Respond to customer support requests promptly with professionalism, urgency, and empathy.

✔ Troubleshoot hardware, software, networking, and connectivity-related issues.

✔ Manage support tickets from initial diagnosis through resolution or appropriate escalation.

✔ Document troubleshooting steps, resolutions, and follow-up activities accurately within the ticketing system.

✔ Collaborate with Engineering, Product, Customer Success, and other technical support teams to resolve customer issues efficiently.

✔ Continuously improve technical knowledge, internal documentation, and support processes.

✔ Maintain proactive communication with customers and stakeholders throughout the support lifecycle.

✔ Ensure compliance with service standards, response times, and quality expectations.

✔ Perform any other technical support responsibilities assigned by the Management. Required Qualifications

✔ 1–3 years of experience in Technical Support, Help Desk, Service Desk, or Customer Support .

✔ Hands-on experience with ticketing platforms such as Freshdesk, Zendesk, Jira, ServiceNow, or similar systems.

✔ Excellent written and verbal communication skills in English .

✔ Strong troubleshooting, analytical, and critical-thinking abilities.

✔ Basic knowledge of computer hardware, software, operating systems, and networking.

✔ Strong customer service mindset with excellent interpersonal and communication skills.

✔ Ability to work effectively in a fast-paced, collaborative team environment.

✔ Strong willingness to learn, take ownership, and continuously improve. Preferred Qualifications

✔ Experience supporting hardware devices, IoT solutions, or SaaS platforms .

✔ Hands-on experience troubleshooting hardware and networking issues.

✔ Familiarity with TCP/IP, DNS, DHCP, Wi-Fi, Ethernet, and cellular connectivity .

✔ Experience communicating directly with international customers in a technical support environment.

✔ Bachelor's degree in Information Technology, Computer Science, Engineering, or a related discipline, or equivalent practical experience.