17 Global Support Jobs

Responsibilities and Duties: Responsible for providing level 1 or level 2 desk technical support Maintain Service Desk SLAs and quality standards established by Global Integreon. Responsible for installing, testing, updating, maintaining or repairing computer software, hardware and other systems as required for Integreon products. Responsible for developing and maintaining computer information resource (Asset inventory). Good Knowledge of MS outlook 2013,2016 & Office365 and Microsoft Teams, Active Directory Management Sound Knowledge of Citrix, VM would be an added advantage (Optional). Functional Skills: Excellent communication and documentation skills. Candidate must have the ability to multi-task and oversee multiple projects at any given time, as well as perform accurately under time pressures and constraints. This position will also need to maintain confidential information and work in a fast-paced, dynamic and creative organization. Preferred candidate profile Any Graduate (Graduation in Information Technology is an added advantage) Should have 3+ years of work experience in desktop support (level 1 and 2) supporting global users. Shift Timing: Should be comfortable in working 24x7 environment, including weekends.

Role & responsibilities Years of experience: 3.5+ years L1 & L2, GLOBAL SUPPORT EXPERIENCE IS MANDATORY Shifts - Should be flexible with rotational shifts Immediate joiners only Work Experience: Desktop support (Level 1 & 2) Supporting global user MS Outlook 2013, 2016 & Office365, Citrix, VM, Maintaining Service Desk SLAs, Active Directory Management Should have provided global support Certification in Microsoft.

Lead end-to-end product support for global enterprise clients, manage support team, handle escalations, ensure SLA compliance, analyze trends, improve service quality and support UATs and product releases for smooth operations Required Candidate profile 6–10 yrs of experience in enterprise software/SaaS support with team handling. Strong in cloud, APIs, DBs, integrations Excellent in analysis, issue resolution, communication, and client management. Perks and benefits PF Mediclaim Gratuity Performance Bonus

Overview - Our Information Technology (IT) team leads all aspects of IT systems and processes across the enterprise, including data services, security, compliance, applications, automation, and end-user services. Through innovative and streamlined technology solutions, this dynamic team enables company growth, protects data, and serves as a critical partner to all departments of PowerSchool. The IT Specialist, Enterprise Technologies will assist in maintaining Windows and MacBook workstations, Windows and Unix/Linux based servers, provide support to end users on a variety of issues. Identify, research, and resolve technical problems. Respond to telephone calls, email and personal requests for technical support. Document, track and monitor problems to ensure a timely resolution. Install software, printers, telephones, etc. Troubleshoot problematic PC issues and other duties as assigned. Serves as subject matter expert and/or top-tier (onsite) support. Will assist with onsite projects and systems installation and IT infrastructure build-out. Monitors IT Service desk request queues and responds to tickets and calls from Global and India employees as needed. Description - Responds to requests for technical assistance in person, via phone, and/or electronically. Diagnoses and resolves desktop, hardware and software/Applications issues. Researches questions using available information resources. Advises user on appropriate actions Manage personal and team ticket queue. Redirects problems to appropriate resources. Identifies and prioritizes situations requiring urgent attention Documents resolutions and updates knowledgebase Determine whether problem is caused by hardware such as a headphone, modem, printer, cables, external device or telephone Handle problem recognition, research, isolation, resolution and follow up for routine users, referring more complex problems to supervisors or technical staff. Analyse and evaluates incident reports and makes recommendations to reduce help line incident rate. Contact software and hardware vendors to request service regarding defective products. Install personal computers, software and peripheral equipment. Provide end user systems setup and access. Daily monitoring /checks IT Asset Inventory Management. AV systems support. Logging of noted issues Other duties as assigned Requirements - 4-6 years' experience in Desktop or Help Desk Support to domestic and International users in a business setting. Strong technical aptitude, ability and troubleshooting skills to solve hardware and OS/Applications related issues. Excellent communication and customer service skills to support International service desk calls. A high degree of professionalism and the ability to think on your feet. Ability to work in and with teams and IT Asset Management. Experience with AV systems support. Experience with Windows 10/11 and newer is required. Experience with Mac OS Catalina, Big Sur, Monterey and newer is required. Experience with basic networking is required. Experience with Application administration, Active Directory, Office 365, hardware plus. A+, Net+, Security+, ITIL, MCSA Desktop plus. Able to work in 24*7 rotational shifts as per business need.

Job Overview: SMS Magic is a leading provider of messaging solutions for businesses. We help companies connect with their customers through SMS, WhatsApp, Facebook Messenger, and other popular messaging channels. We are looking for a highly motivated and experienced Head of Customer Support to lead our customer support team and ensure the delivery of excellent customer service to our clients. As the Head of Customer Support, you will be responsible for overseeing the day-to-day operations of the customer support team, ensuring that our customers receive the highest level of support and satisfaction. You will work closely with cross-functional teams, including sales, marketing, engineering, and product management to ensure that customer needs and concerns are effectively communicated and addressed Roles & responsibilities Develop and implement customer support strategies to ensure excellent customer satisfaction Lead, mentor, and manage the customer support team Ensure that customer inquiries, concerns, and issues are addressed in a timely and efficient manner Analyze customer feedback and implement improvements to our customer support processes and procedures Collaborate with cross-functional teams to identify and address customer needs and concerns Create and maintain a knowledge base of common customer issues and resolutions Develop and maintain customer support metrics and reporting to measure customer satisfaction and team performance Build and maintain relationships with clients and stakeholders Continuously improve customer support processes and methodologies Identify and pursue business development opportunities Provide leadership and guidance to the customer support team Evaluate customer support team performance and make recommendations for improvements Ensure customer support best practices are followed and documented What will qualify you for this role?: To succeed, you will need a flexible skill set, including the ability to think strategically, execute tactically, and collaborate across many teams, levels, and situations. 12+ years of experience in customer support, with at least 5+ years in a leadership role Bachelor's degree in a related field, or equivalent experience Strong knowledge of customer support processes and methodologies Experience in leading and managing customer support teams Excellent communication and leadership skills Strong problem-solving and decision-making skills Proven track record of delivering excellent customer service and satisfaction Experience in building and maintaining client and stakeholder relationships Strong business acumen and ability to identify business development opportunities

Role & responsibilities Serve as the first point of contact for customers seeking technical assistance / support over the phone, email, chat or remote. Take complete ownership of an end user problem, starting from request submission till resolution. Investigate, diagnose, and solve varied Endpoint software and functionality problems. Address Hardware/Connectivity/OS/VOIP/Email/O365 Applications/Two Factor authentication/VPN and likewise system and business applications related queries of our global customers. Investigate OS level, Application-level or any software/hardware product related issues with logical technical findings and relate it to technical resolution in a step-by-step action for resolution to issues. Ensure ticket documentation, categorization and classification are precise. Ensure compliance and process adherence in all transaction and service delivery. Escalates complex problems to higher level of expertise within organization. Partner with cross-functional IT teams to assist with troubleshooting Major Incidents impacting IT services as needed. Work in 24X7 rotational shift to provide round the clock IT Support to customers as per scheduled shift roster. Identify opportunities to improve First Contact Resolution of Incidents by Service Desk, by partnering with wider IT functions, proactive documentation/communication. Preferred candidate profile Graduate in any discipline having knowledge of windows desktop O.S. installation and troubleshootin g, O365 Applications and licensing , Windows servers OS and various roles understanding, understanding of basic networking, LAN infrastructure, Windows AD Understanding for usage in enterprise environment, Desktop/Laptop/Server Hardware related troubleshooting, Tablets, software applications installations, OS patches management. Good understanding of DNS, DHCP, IP, Wireless, Virtual Private Network, endpoint security, Antivirus products, Encryption products like bit locker, Two factor authentication products, AD User/Group management, Email protocols. Knowledge of customer service principles and practices, ITIL and ITSM concepts. At least 2 years of experience serving global customers in IT Industry

Contact Person: Rashmi Baluni (9818038714) Profiles: Remote Desktop Engineer Job Location: DLF Cyber City, Gurugram (Work from office) Qualification: Graduate (not pursuing or result awaited) or Polytechnic 3 yrs. Diploma Salary: up-to 28K in hand Note: rotational Shifts, 5 days working, 2 week Offs. No Cab, Timing feasible for Metro and other Public Transport. Profile : 06 months experience with remote desktop support- ability to troubleshoot software, hardware and connectivity issues remotely . At least 1 to 2 years utilizing chat functionality to service the customer. Experience with MS Office Applications including Outlook, software, hardware and application support for Windows and MAC issues Experience with providing support for remote employees using multiple form factors: Citrix environments, VDI machines, Avaya/Cisco Telephony Familiarity with security tools and triaging Experience with installation, upgrade, and maintenance of software, hardware and peripherals Deliverables: Utilize remote control tools to manage and enforce compliance with standards Assist in enabling the enforcement of compliance to standards and the appropriate optimization of devices and software Using chat functionality, resolve Incidents and diagnose underlying Problems using remote-control capability and when possible implement corrective actions to Resolve Problems. If Resolution is not possible, escalate per the escalation procedures. In addition to leveraging knowledge cases for issue resolution, pre-defined scripts will be utilized to remediate issues Update knowledge cases as necessary to ensure knowledge is up to date and represents the most effective way to service the customer's incident

Contact Person: Sonal Kam (9873347320) Profiles: Remote Desktop Engineer Job Location: DLF Cyber City, Gurugram (Work from office) Qualification: Graduate (not pursuing or result awaited) or Polytechnic 3 yrs. Diploma Salary: up-to 28K in hand Note: rotational Shifts, 5 days working, 2 week Offs. No Cab, Timing feasible for Metro and other Public Transport. Profile : 06 months experience with remote desktop support- ability to troubleshoot software, hardware and connectivity issues remotely . At least 1 to 2 years utilizing chat functionality to service the customer. Experience with MS Office Applications including Outlook, software, hardware and application support for Windows and MAC issues Experience with providing support for remote employees using multiple form factors: Citrix environments, VDI machines, Avaya/Cisco Telephony Familiarity with security tools and triaging Experience with installation, upgrade, and maintenance of software, hardware and peripherals Deliverables: Utilize remote control tools to manage and enforce compliance with standards Assist in enabling the enforcement of compliance to standards and the appropriate optimization of devices and software Using chat functionality, resolve Incidents and diagnose underlying Problems using remote-control capability and when possible implement corrective actions to Resolve Problems. If Resolution is not possible, escalate per the escalation procedures. In addition to leveraging knowledge cases for issue resolution, pre-defined scripts will be utilized to remediate issues Update knowledge cases as necessary to ensure knowledge is up to date and represents the most effective way to service the customer's incident

Contact Person: Manish Manohar (9773820707) Profiles: Remote Desktop Engineer Job Location: DLF Cyber City, Gurugram (Work from office) Qualification: Graduate (not pursuing or result awaited) or Polytechnic 3 yrs. Diploma Salary: up-to 28K in hand Note: rotational Shifts, 5 days working, 2 week Offs. No Cab, Timing feasible for Metro and other Public Transport. Profile : 06 months experience with remote desktop support- ability to troubleshoot software, hardware and connectivity issues remotely . At least 1 to 2 years utilizing chat functionality to service the customer. Experience with MS Office Applications including Outlook, software, hardware and application support for Windows and MAC issues Experience with providing support for remote employees using multiple form factors: Citrix environments, VDI machines, Avaya/Cisco Telephony Familiarity with security tools and triaging Experience with installation, upgrade, and maintenance of software, hardware and peripherals Deliverables: Utilize remote control tools to manage and enforce compliance with standards Assist in enabling the enforcement of compliance to standards and the appropriate optimization of devices and software Using chat functionality, resolve Incidents and diagnose underlying Problems using remote-control capability and when possible implement corrective actions to Resolve Problems. If Resolution is not possible, escalate per the escalation procedures. In addition to leveraging knowledge cases for issue resolution, pre-defined scripts will be utilized to remediate issues Update knowledge cases as necessary to ensure knowledge is up to date and represents the most effective way to service the customer's incident

Contact Person: Pushkar Singh (9999535297) Profiles: Remote Desktop Engineer Job Location: DLF Cyber City, Gurugram (Work from office) Qualification: Graduate (not pursuing or result awaited) or Polytechnic 3 yrs. Diploma Salary: up-to 28K in hand Note: rotational Shifts, 5 days working, 2 week Offs. No Cab, Timing feasible for Metro and other Public Transport. Profile : 06 months experience with remote desktop support- ability to troubleshoot software, hardware and connectivity issues remotely . At least 1 to 2 years utilizing chat functionality to service the customer. Experience with MS Office Applications including Outlook, software, hardware and application support for Windows and MAC issues Experience with providing support for remote employees using multiple form factors: Citrix environments, VDI machines, Avaya/Cisco Telephony Familiarity with security tools and triaging Experience with installation, upgrade, and maintenance of software, hardware and peripherals Deliverables: Utilize remote control tools to manage and enforce compliance with standards Assist in enabling the enforcement of compliance to standards and the appropriate optimization of devices and software Using chat functionality, resolve Incidents and diagnose underlying Problems using remote-control capability and when possible implement corrective actions to Resolve Problems. If Resolution is not possible, escalate per the escalation procedures. In addition to leveraging knowledge cases for issue resolution, pre-defined scripts will be utilized to remediate issues Update knowledge cases as necessary to ensure knowledge is up to date and represents the most effective way to service the customer's incident

Profiles: Remote Desktop Engineer Job Location: DLF Cyber City, Gurugram (Work from office) Qualification: Graduate (not pursuing or result awaited) or Polytechnic 3 yrs. Diploma Salary: up-to 28K in hand Note: rotational Shifts, 5 days working, 2 week Offs. No Cab, Timing feasible for Metro and other Public Transport. Profile : 06 months experience with remote desktop support- ability to troubleshoot software, hardware and connectivity issues remotely . At least 1 to 2 years utilizing chat functionality to service the customer. Experience with MS Office Applications including Outlook, software, hardware and application support for Windows and MAC issues Experience with providing support for remote employees using multiple form factors: Citrix environments, VDI machines, Avaya/Cisco Telephony Familiarity with security tools and triaging Experience with installation, upgrade, and maintenance of software, hardware and peripherals Deliverables: Utilize remote control tools to manage and enforce compliance with standards Assist in enabling the enforcement of compliance to standards and the appropriate optimization of devices and software Using chat functionality, resolve Incidents and diagnose underlying Problems using remote-control capability and when possible implement corrective actions to Resolve Problems. If Resolution is not possible, escalate per the escalation procedures. In addition to leveraging knowledge cases for issue resolution, pre-defined scripts will be utilized to remediate issues Update knowledge cases as necessary to ensure knowledge is up to date and represents the most effective way to service the customer's incident

Profiles: Remote Desktop Engineer Job Location: DLF Cyber City, Gurugram (Work from office) Qualification: Graduate (not pursuing or result awaited) or Polytechnic 3 yrs. Diploma Salary: up-to 28K in hand Note: rotational Shifts, 5 days working, 2 week Offs. No Cab, Timing feasible for Metro and other Public Transport. Profile : 06 months experience with remote desktop support- ability to troubleshoot software, hardware and connectivity issues remotely . At least 1 to 2 years utilizing chat functionality to service the customer. Experience with MS Office Applications including Outlook, software, hardware and application support for Windows and MAC issues Experience with providing support for remote employees using multiple form factors: Citrix environments, VDI machines, Avaya/Cisco Telephony Familiarity with security tools and triaging Experience with installation, upgrade, and maintenance of software, hardware and peripherals Deliverables: Utilize remote control tools to manage and enforce compliance with standards Assist in enabling the enforcement of compliance to standards and the appropriate optimization of devices and software Using chat functionality, resolve Incidents and diagnose underlying Problems using remote-control capability and when possible implement corrective actions to Resolve Problems. If Resolution is not possible, escalate per the escalation procedures. In addition to leveraging knowledge cases for issue resolution, pre-defined scripts will be utilized to remediate issues Update knowledge cases as necessary to ensure knowledge is up to date and represents the most effective way to service the customer's incident

Profiles: Remote Desktop Engineer Job Location: DLF Cyber City, Gurugram (Work from office) Qualification: Graduate (not pursuing or result awaited) or Polytechnic 3 yrs. Diploma Salary: up-to 28K in hand Note: rotational Shifts, 5 days working, 2 week Offs. No Cab, Timing feasible for Metro and other Public Transport. Profile : 06 months experience with remote desktop support- ability to troubleshoot software, hardware and connectivity issues remotely . At least 1 to 2 years utilizing chat functionality to service the customer. Experience with MS Office Applications including Outlook, software, hardware and application support for Windows and MAC issues Experience with providing support for remote employees using multiple form factors: Citrix environments, VDI machines, Avaya/Cisco Telephony Familiarity with security tools and triaging Experience with installation, upgrade, and maintenance of software, hardware and peripherals Deliverables: Utilize remote control tools to manage and enforce compliance with standards Assist in enabling the enforcement of compliance to standards and the appropriate optimization of devices and software Using chat functionality, resolve Incidents and diagnose underlying Problems using remote-control capability and when possible implement corrective actions to Resolve Problems. If Resolution is not possible, escalate per the escalation procedures. In addition to leveraging knowledge cases for issue resolution, pre-defined scripts will be utilized to remediate issues Update knowledge cases as necessary to ensure knowledge is up to date and represents the most effective way to service the customer's incident

2 Years in Service Desk Support (Inbound Voice) Looking for candidates with international support experience At least 2 years of previous experience in Global IT Helpdesk supporting global users Excellent communication skills - verbal and written 16/5 service window Should be flexible to extend or ready to work on weekends if any business requirement arises

Technical Support International Voice Min 1 Yr Exp Into Technical Support International Voice Only Tech Graduate WFO 24*7 US Shift 5 Days Working Interview - Virtual Notice - Immediate Joiner Location - BLR Do Share resume on: 9257669383(Harsha) Perks and benefits Night allowances Incentives Both way cab facility

Global Support Operations for QAD. Ensure the team adheres to SLAs. Ensure high-quality service delivery. Incident Management & Resolution. Minimize system downtime. User Training & Documentation. Coordinate with internal IT teams & vendors. Required Candidate profile BE-IT / MCA with 12+ yrs exp in successful IT QAD implementation, team leading, support management incl 5 yrs in project management - delivering projects/programs QAD in a Mass Mfg industry must. Perks and benefits Attractive package based on merit and experience

Designation: Technical Support Engineer (IT Service Desk) Location: Ahmedabad/Gandhinagar, Gujarat Experience: 2+ Years Job description: Job Summary Technical support engineer at IT Service Desk provides technical support to internal employees. This role requires an aptitude for working with applications, systems, servers, O365 suites applications to undertake analysis, diagnosis, and resolution of user problems, which may range from straightforward to more complicated technical issues. The role will be focused on modernizing customer experience for our global employee base at Advantmed, focused on enabling self-service and accelerating the productivity needs of our employee base. Responsibilities and Duties 1. Serve as the first point of contact for customers seeking technical assistance / support over the phone, email, chat or remote. 2. Take complete ownership of an end user problem, starting from request submission till resolution. 3. Investigate, diagnose, and solve varied Endpoint software and functionality problems. 4. Address Hardware/Connectivity/OS/VOIP/Email/O365 Applications/Two Factor authentication/VPN and likewise system and business applications related queries of our global customers. 5. Investigate OS level, Application-level or any software/hardware product related issues with logical technical findings and relate it to technical resolution in a step-by-step action for resolution to issues. 6. Ensure ticket documentation, categorization and classification are precise. 7. Ensure compliance and process adherence in all transaction and service delivery. 8. Escalates complex problems to higher level of expertise within organization. 9. Partner with cross-functional IT teams to assist with troubleshooting Major Incidents impacting IT services as needed. 10. Work in 24X7 rotational shift to provide round the clock IT Support to customers as per scheduled shift roster. 11. Identify opportunities to improve First Contact Resolution of Incidents by Service Desk, by partnering with wider IT functions, proactive documentation/communication. 12. Take ownership and deliver on tasks assigned related various IT projects related to grants, hardware, inventory, new software/application introduction/termination, security software rollout / upgrade, patch management, etc. 13. Manage user onboarding/offboarding IT activities as per defined process. Desired skills & competencies 1. Graduate in any discipline having knowledge of windows desktop O.S. installation and troubleshooting, O365 Applications and licensing, Windows servers OS and various roles understanding, understanding of basic networking, LAN infrastructure, Windows AD Understanding for usage in enterprise environment, Desktop/Laptop/Server Hardware related troubleshooting, Tablets, software applications installations, OS patches management. 2. Good understanding of DNS, DHCP, IP, Wireless, Virtual Private Network, endpoint security, Antivirus products, Encryption products like bit locker, Two factor authentication products, AD User/Group management, Email protocols. 3. Knowledge of customer service principles and practices, ITIL and ITSM concepts. 4. At least 2 years of experience serving global customers in IT Industry. 5. Microsoft/Cisco/RedHat Certifications are added advantage. 6. Excellent English communication skill (both Written & Verbal) 7. Customer-centric 8. Problem Solver 9. Team player