What Working at Hexaware offers:
Hexaware is a dynamic and innovative IT organization committed to delivering cutting-edge solutions to our clients worldwide. We pride ourselves on fostering a collaborative and inclusive work environment where every team member is valued and empowered to succeed.
Hexaware provides access to a vast array of tools that enhance, revolutionize, and advance professional profile. We complete the circle with excellent growth opportunities, chances to collaborate with highly visible customers, chances to work alongside bright brains, and the perfect work-life balance.
With an ever-expanding portfolio of capabilities, we delve deep into and identify the source of our motivation. Although technology is at the core of our solutions, it is still the people and their passion that fuel Hexawares commitment towards creating smiles.
At Hexaware we encourage to challenge oneself to achieve full potential and propel growth. We trust and empower to disrupt the status quo and innovate for a better future. We encourage an open and inspiring culture that fosters learning and brings talented, passionate, and caring people together.
We are always interested in, and want to support, the professional and personal you. We offer a wide array of programs to help expand skills and supercharge careers. We help discover passionthe driving force that makes one smile and innovate, create, and make a difference every day.
The Hexaware Advantage: Your Workplace Benefits
- Health benefits with low-cost employee premium.
- range of voluntary benefits such as Legal, Identity theft and Critical Care Coverage
- training and upskilling opportunities through Udemy and Hexavarsity
Position: Service Desk Agent
Location: Duluth, GA (Hybrid)
Hiring: Contract
Note: This is a Nightshift role.
JD:
Responsibilities
- Provide a consolidated point of contact for providing Tier 1 technical support to the end users
- Provide 1st level technical support for all IT related issues
- 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 to keep impact minimal
- Document all trouble tickets with clear, concise explanations in a timely and accurate manner ensuring adherence to department policies and procedures
- Establish and maintain a professional relationship 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 provide.
- Proficiency in MS FIM will be an added advantage.
- Proficiency in Altris (Software Deployment) will be an added advantage
Requirements:
- Associate degree in information technology or equivalent related work experience
- Minimum (2) plus years experience in a technical support role
- Ability to troubleshoot Laptop / Desktop / 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
- MCP (Preferred)
- HDI Certified (Preferred)
- A+ (Preferred)