Sr Tech Associate
Published date: 2026/11/08
- Location: Mumbai, Maharashtra, India
Job Description:
Job Description
Client-facing level one technology support role for a global user-base. Role involves basic troubleshooting of Microsoft applications and proprietary systems. This request is to backfill for resource who is transferring effective to another function. This resource is necessary to maintain agreed service levels within the Bank of America Service Desk and deliver the capabilities to service our clients.
Responsibilities
• To understand the issues experienced by the business users
• To provide accurate troubleshooting steps and resolve the Tech issues for the business users
• To ensure prompt assistance within the defined timeline
• To maintain Ticket/Chat/Call Quality
• To ensure process SLAs are met
• To identify risks and process gaps
• To remain compliant and highlight any risk issue identified
Requirements
Education: Minimum Bachelor’s degree
Certification: ITIL Desirable
Experience range: 4 – 5 years of relevant experience
: Desired skills
The individual will be part of Level 1 team and will be required to assist Mortgage application and Technology Support Via chat & voice and provide troubleshooting steps with appropriate resolutions.
Mandate skills:
▪ Strong Understanding of Windows 10
▪ Troubleshooting Software & hardware issues
▪ Problem solving & excellent customer handling skills
Work location: Primary Gift City, Secondary - Mumbai
Work timing: 6:30 AM – 12-:30 AM - Weekdays & Weekends
Change in shift timing subject to business requirement & LOB demand
Shift Type (Rotational Shifts/Fixed): Rotational Shifts
Job Description
Client-facing level one technology support role for a global user-base. Role involves basic troubleshooting of Microsoft applications and proprietary systems. This request is to backfill for resource who is transferring effective to another function. This resource is necessary to maintain agreed service levels within the Bank of America Service Desk and deliver the capabilities to service our clients.
Responsibilities
• To understand the issues experienced by the business users
• To provide accurate troubleshooting steps and resolve the Tech issues for the business users
• To ensure prompt assistance within the defined timeline
• To maintain Ticket/Chat/Call Quality
• To ensure process SLAs are met
• To identify risks and process gaps
• To remain compliant and highlight any risk issue identified
Requirements
Education: Minimum Bachelor’s degree
Certification: ITIL Desirable
Experience range: 4 – 5 years of relevant experience
: Desired skills
The individual will be part of Level 1 team and will be required to assist Mortgage application and Technology Support Via chat & voice and provide troubleshooting steps with appropriate resolutions.
Mandate skills:
▪ Strong Understanding of Windows 10
▪ Troubleshooting Software & hardware issues
▪ Problem solving & excellent customer handling skills
Work location: Primary Gift City, Secondary - Mumbai
Work timing: 6:30 AM – 12-:30 AM - Weekdays & Weekends
Change in shift timing subject to business requirement & LOB demand
Shift Type (Rotational Shifts/Fixed): Rotational Shifts
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