EUC Corporate Hardware Coordinator

Job Summary:

We are seeking a highly motivated individual to join our team as an EUC Corporate Hardware Coordinator and Customer Support Specialist. This role involves managing hardware activities across all GEO regions, including coordination of hardware returns, shipments, replacements, etc. Additionally, you will provide customer support and service request enhancements with a focus on access and permissions to systems and applications.

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 and update regularly on progress.
• Direct unresolved issues to the next level of support personnel or the appropriate resolution groups.
• Provide accurate information on IT products or services utilizing existing documentation and processes.
• Record activities in the ticketing system in alignment with processes (ticket queue management, triaging, prioritization, customer updates per SLA).
• Proactively follow up on open cases and escalate to management for guidance if required.
• Identify, suggest, and engage in possible improvements to procedures.
• Support ongoing documentation efforts and contribute to 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 and APAC office hours.
• Intermediate IT skills.
• 2+ years of experience in an IT environment.
• Experience in asset management.
• Familiarity with Windows and MacOS operating systems.
• Knowledge of the ITIL reference model is preferable.