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Hexaware Technologies
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Workplace Engineering Track Engineer

Workplace Engineering Track Engineer

Hexaware Technologies

2 - 7 years

12 - 16 Lacs

mumbai pune chennai

Posted:1 day ago| Platform:

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Skills Required

customer service fim mac servicenow jira information technology job description talent acquisition technical support service desk employee engagement recruitment troubleshooting facility management remote desktop workplace customer experience

Work Mode

Work from Office

Job Type

Full Time

Job Description

Service Desk Agent Responsibilities

Provide a consolidated point of contact for Tier 1 technical support to end users.

Provide 1st level technical support for all IT-related issues, including MAC systems and devices.

Respond to trouble tickets via phone and email in a timely manner.

Determine the scope of the trouble ticket and the responsible department.

Research and resolve technical trouble tickets.

Immediately notify appropriate individuals of any issues that could potentially impact production activities and follow escalation procedures to minimize impact.

Document all trouble tickets with clear, concise explanations in a timely and accurate manner, ensuring adherence to department policies and procedures.

Establish and maintain professional relationships with customers, team members, and department contacts.

Cooperate with team members to provide the best customer experience possible.

Provide quality customer service that exceeds customer expectations.

Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided.

Proficiency in MS FIM will be an added advantage.

Proficiency in Jira/ Service Now will be an added advantage. Requirements:

Associate degree in Information Technology or equivalent related work experience.

MAC experience is a must (configuration, troubleshooting, and user support).

U.S. Citizen only.

Minimum 2+ years experience in a technical support role.

Ability to troubleshoot Laptops, Desktops, Peripherals, etc.

Ability to troubleshoot using Remote Desktop tools.

Excellent customer service and communication skills.

Ability to work under pressure and at a fast pace.

Flexible to support voice, email, and chat support.

Willingness to work in a rotational shift 247365.

MCP (Preferred).

HDI Certified (Preferred).

A+ (Preferred)

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Hexaware Technologies

IT Services and IT Consulting

Navi Mumbai Maharashtra

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Workplace Engineering Track Engineer