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 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.

• Able to work EMEA
• Intermediate IT
• 2+ years of experience
• Asset management
• Windows & MacOS
• Knowledge of the ITIL