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
• Fluent in Spoken and Written English
• Able to work EMEA & APAC office hours
• Intermediate IT skills.
• 2+ years experience working in an IT environment
• Asset management experience.
• Windows & MacOS operating system experience.
• Knowledge of the ITIL reference model is preferable.

Benefits

• Health insurance coverage for Self, Spouse and kids.
• Retirement savings plan with employer matching contributions.
• Opportunities for professional development and advancement within the organization.