Support Specialist
Job Summary
We are seeking a highly
motivated individual to join our team as an EUC Corporate Hardware
Coordinator and Customer Support Specialist. In this role, you
will be responsible for managing hardware activities for all GEO
regions, including coordination of hardware returns, shipments,
replacements, etc. Additionally, you will provide customer support
and service request enhancements with a main focus on providing
access and permissions to systems and applications.
Job Roles and Responsibilities:
- Act as the first
point of contact for customers seeking how-to assistance,
primarily through a ticketing system
- Perform remote basic
troubleshooting through diagnostic techniques and pertinent
questions, including standard IT, networking, and application
issues
- Service users via
incident, request, and change management processes
- Walk the customer
through the problem-solving process. Communicate clearly. Update
regularly on progress.
- Direct unresolved
issues to the next level of support personnel or to the right
resolution groups.
- Provide accurate
information on IT products or services utilizing the documentation
and processes in place.
- Record your
activities in the ticketing system in alignment with
processes in place (ticket queue management and handling –
including proper ticket triaging, prioritization, customer
updates as per existing SLA’s, etc.)
- Proactively follow up
on open cases in your queue escalating timely to management for
guidance if required.
- Identify, suggest,
and engage actively in possible improvements to
procedures.
- Support actively
ongoing documentation efforts, building knowledge base
articles.
Requirements
- Able to work
independently, remotely from home and on company premises in
Bangalore
- Able to work EMEA
& APAC office hours
- Intermediate IT
skills.
- 2+ years of experience
working in an IT environment
- Asset management
experience.
- Windows & MacOS
operating system experience.
- Knowledge of the ITIL
reference model is preferable.
Benefits
Company
Benefits:
- Health insurance
coverage for employees and their families.
- Retirement savings
plan with employer matching contributions.
- Opportunities for
professional development and advancement within the
organization.