Job Description

Requirements and responsibilities

Duties and Responsibilities:

First point of contact for users encountering technical difficulties or needing assistance with a company's products or services through all communication methods (Tickets, Email, Chat and Phone). Identifying and diagnosing problems; gather information about the issue, understand the symptoms, and try to pinpoint the cause. resolve common problems using established troubleshooting procedures and knowledge base resources. Escalating complex issues: If the problem is beyond their expertise, they document the issue clearly and escalate it to higher levels of support (L2) Logging interactions and creating tickets: L1 agents track all interactions with users by logging them in a ticketing system. Customer service: Providing a positive and professional experience is key, even when users are frustrated. Knowledge Base Management: create/modify and manage Knowledge Bases (KBs) for new and existing products and/or coordinate with concerned L2 or application teams to get the KBs updated. Own the asset management process, standard asset tool and managed asset tracking requirements, regardless of location. Manage the complete lifecycle of hardware assets - planning, procurement, retirement and disposal, compliance, and usage optimization.

Technical Requirements:

Excellent Command ofMicrosoft Windows and Microsoft Office Suite Apps. Very Good Command of Apple MacOS. Very Good Command of Microsoft Active Directory. Good Command of Microsoft 365 Services. Fair Command of Microsoft Azure. Good Command of Networks is a plus.

Non- Technical Requirements:

1-3 Years of Experience. Very Good Command of English Language required. Bilingual speakers (Chinese, Hindi and Polish) is a plus. Willing to work in a 24/7 IT Support team with rotational shifts and vacations. * Customer Oriented and ability to work under pressure and with multi-cultured end-users' environment.