Support Specialist

1 week ago


Gurgaon, Haryana, India POWER BRIDGE SYSTEMS PRIVATE LIMITED Full time
Job Summary

We are looking for a highly motivated individual to join our team as an EUC Corporate Hardware Coordinator and Customer Support Specialist. As part of your role, you will oversee hardware activities for all GEO regions, including coordinating hardware returns, shipments, replacements, and more. Additionally, you will deliver customer support services with a focus on granting access and permissions to systems and applications.

Job Roles and Responsibilities:

- Act as the initial point of contact for customers needing assistance, primarily through a ticketing system.
- Conduct remote basic troubleshooting using diagnostic techniques and relevant questions, covering standard IT networking and application issues.
- Assist users through incident requests and change management procedures.
- Guide customers through the troubleshooting process, ensuring clear communication and regular updates on progress.
- Escalate unresolved issues to higher-level support personnel or the appropriate resolution groups.
- Provide precise information on IT products or services using available documentation and processes.
- Document your activities in the ticketing system following established processes (managing ticket queues, triaging tickets correctly, updating customers following existing SLAs, etc.).
- Proactively monitor open cases in your queue, escalating to management promptly for guidance when needed.
- Identify, recommend, and actively participate in potential enhancements to procedures.
- Contribute to ongoing documentation efforts by creating knowledge base articles.

Requirements Able to work independently both remotely from home and at our Bangalore office
- Proficient in Spoken and Written English
- Available during EMEA & APAC office hours
- Intermediate IT skills
- 2+ years of experience in an IT environment
- Experience in asset management
- Familiarity with Windows & MacOS operating systems. Knowledge of the ITIL reference model is a plus.

Benefits
- Health insurance coverage for employees and their families
- Retirement savings plan with employer matching contributions
- Opportunities for professional growth and career advancement within the company

  • Able to work independently, both remotely from home and at our Bangalore office
  • Proficient in Spoken and Written English
  • Available during EMEA & APAC office hours
  • Intermediate IT skills. 2+ years of experience working in an IT environment
  • Experience in asset management
  • Familiarity with Windows & MacOS operating systems. Knowledge of the ITIL reference model is a plus.


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