Service Desk Technician

As a Support Specialist in this role, your responsibilities will include: - Providing live answers and call back support for phone calls received by clients, analyzing symptoms to determine the issue - Interacting with customers to address inquiries, concerns, and requests about products and services, creating tickets in the ticketing system - Offering technical assistance with computer hardware and software as first-line support, resolving issues via phone, email, or chat - Managing the lifecycle of support tickets from opening to resolution, ensuring adherence to quality standards and customer SLAs - Staying current with tools, Knowledgebase Articles, processes, and technologies associated with software applications - Maintaining internal and external communication to inform associates and customers of maintenance and deployment windows - Monitoring customer environments for alerts and errors, resolving issues or escalating as necessary - Additional tasks may involve managing ticket system queues, operations coordination, hardware management, and report generation Qualifications required for this role are: - High School Diploma required, bachelor's degree or work towards a degree desired - Minimum 3 years of professional experience supporting and troubleshooting end-user workstations, printers, and mobile devices in a customer-facing role - Basic understanding of enterprise technologies such as networking devices, servers, active directory, DNS, and DHCP - Ability to respond to multiple chat conversations simultaneously and maintain proper phone etiquette - Fluency in English with excellent communication skills and clear articulation Please note that the shift timings for this role are rotational 24/7, and the work mode is hybrid with work from the office mandatory. If you feel you meet the qualifications and are ready to take on these responsibilities in a dynamic and customer-focused environment, we encourage you to apply for this position.,