Technical Support Engineer

4 weeks ago

Ahmedabad, Gujarat, India Relay Human Cloud Full time

About the Company:

Relay Human Cloud is a young & dynamic company that helps some of the top US-based companies to expand their team internationally. Relay is a truly global company having its operations in US, India, Honduras, and Mexico, Canada (We are also adding a few more countries soon). Our core focus is to enable companies to connect with the best international talent.

Relay helps its clients in majorly following areas: Accounting & Finance, Administration, Operations, Space Planning, Leasing, Data Science, Data Search, Machine Learning and Artificial Intelligence etc. Relay India operates from Ahmedabad and Vadodara offices.

The principals and founders of Relay Human Cloud have been focused on delivering high-quality operations in cutting-edge companies for their entire careers.

Position Summary

This role provides technical and troubleshooting support for computer hardware, software, and the workstation reference model (OS, layered applications, and security) for end users. The focus is on Windows Desktop , Microsoft Office Suite , OneDrive , and SharePoint . Responsibilities include resolving technical issues, escalating business application tickets to the correct support providers, and ensuring efficient first-touch ticket resolution through ITSM tools, knowledge base resources, and excellent customer service.

The position reports to the Service Delivery Manager and works closely with other members of the Information Systems department.

Job Responsibilities

  • Escalating and working with 3rd party vendor support to address business application issues
  • Recording, monitoring, tracking, and communicating about incidents and requests.
  • Investigating and diagnosing incidents and providing first touch resolution when possible.
  • Providing resolutions and workarounds based standard operating procedures and existing knowledge base articles.
  • Collaborate with other team members to generate new and improve existing knowledge articles
  • Escalating incidents to the correct internal team when required
  • Communicating clearly with callers and other IT members.
  • Providing "white glove" customer service to employees.

Requirements

  • 3-5 years' experience in Information Systems customer support and/or desktop engineering
  • Experience working with ITSM solutions, ServiceNow experience is preferred
  • Preferred experience with applications such as ERP (Oracle JDE & HFM), CRM (Salesforce), Financial Reporting & Automation (Workiva)
  • Experience supporting Windows 11
  • Strong understanding of Windows Operating System, Office 365, and OneDrive
  • Familiarity with troubleshooting Desktops, Laptops, Smartphones and Tablets devices.
  • Familiarity with troubleshooting computer accessories like docks, monitors, printers and Audio/Video devices.
  • Familiarity with Microsoft Outlook 2021/2024 and the rest of the Microsoft Office Desktop suite of applications.
  • Excellent customer service skills.
  • Strong problem-solving and analytical skills.
  • Excellent written and verbal communication skills.

Why Join Relay Human Cloud?

Why Join Relay Human Cloud?

Opportunities to work with global clients

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