Tier 1 Support Technician

Job Description

Title: Tier 1 Support Technician

Company Name: Binate Solutions Ltd.

Vacancy: 02

Age: Na

Job Location: Dhaka (DOHS Mirpur)

Salary: Negotiable

Experience: --

Published: 2026-07-22

Application Deadline: 2026-08-21

Education:

Requirements: --

Skills Required:

Additional Requirements:

Responsibilities & Context:

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.

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