FTE Helpdesk Associate

As a First Level Support Engineer at Iron Systems, you will play a crucial role in providing assistance to Full-time Time Engineers (FTEs) globally. Your responsibilities will include: - Providing first level contact and resolving issues for FTEs - Handling escalations, Service Review, and SLA Management - Supporting FTEs on various HR-related topics such as Salary, compensation, Joining, leaves, etc. - Maintaining FTE files and records in electronic and paper form - Handling FTE grievances formally and informally, escalating unresolved queries to the project Manager - Tracking, routing, and redirecting problems to the correct resources - Updating FTE issue data, producing reports for the Manager, and following up on issue resolution - Preserving and expanding your knowledge of help desk procedures, products, and services - Acting as the first point of contact for service requests via phone, email, or portal - Logging, tracking, and resolving issues within defined SLAs, escalating when necessary - Supporting scheduling and coordination of field service engineers - Ensuring professional communication with internal teams and clients - Generating basic reports and assisting in process improvements - Collaborating with cross-functional teams for seamless operations Additionally, the following skill sets are required for this role: - Strong verbal and written communication skills - Analytical and problem-solving mindset - Active listening and professional phone/email etiquette - Strong attention to detail and accuracy in ticket handling and reporting - Basic problem-solving and troubleshooting capabilities - Collaborative mindset and ability to work in a team environment - Proactive and customer-focused attitude - Willingness to work in shifts in a fast-paced, 24x7 environment Iron Systems/ Iron Service Global is a leading provider of integrated information technology solutions and last-mile supply chain services to various industries. The company enables digital transformation and accelerates innovation, providing expertise across different sectors.,