Infinite is a global leader in digital engineering and ITservices, with over two decades of experience helping clients turn digital transformation into business value. We partner with customers to optimize, modernize and scale their technology landscape – combining leading technologies, innovative platforms and accelerators with practical ...
Senior Technical Support Executive
Posted On: 08-01-25
Experience: 3-5 years
Location: Vizag / Bangalore
Job Type: Full time / 24/7 Support
Position Overview:
We are seeking a dynamic and results-oriented Customer Facing enthusiast to join our Talent Support team. The ideal candidate will be a passionate individual with a strong background in customer service. As a Customer Facing support engineer, you will play a pivotal role in ensuring our customers' success and satisfaction while guiding and inspiring your team to deliver exceptional service.
Responsibilities:
- Provide first-line support for technical issues via phone, email, and chat and understand their concerns and provide prompt and accurate solutions
- Troubleshoot hardware and software issues, including operating systems, system/laptop issue applications, VDI, MS office and network connectivity.
- Document incidents and service requests in the ticketing system, ensuring accurate information is captured.
- Log, categorize, prioritize, and track technical support issues using an ITSM tool
- Escalate complex issues to senior team members or other IT departments as necessary.
- Assist in the development and maintenance of knowledge base articles.
- Ensure compliance with company policies, procedures, and service level agreements (SLAs) in delivering support services
- Participate in team meetings and contribute to process improvement initiatives.
- Mentor junior staff and assist in training new team members.
- Experience with Active Directory and user account management.
- Basic knowledge of networking concepts and troubleshooting.
- Basic knowledge on Windows 10 / 11.
- Knowledge of MS Office troubleshooting.
- Excellent Communication Skills is a must
Skills:
Windows Desktop Support, Service Desk, Wired & Wireless, Troubleshooting, Mac Support, Active Directory, Networking, Windows 10/11, MS Office support and troubleshooting, Excellent communication skills,
ITSM Tools, ITIL, ServiceNow, JIRA
Qualifications:
-Any Graduate (10+3), bachelor s degree in computer science, Information Technology, or related field (preferred).
- Good Verbal and communication skills.
- 3-5 years of experience in voice technical support role, preferably in a service desk environment.
- Strong knowledge of Windows and Mac operating systems, Microsoft Office Suite, and common business applications.
- Familiarity with ITIL best practices and ticketing systems (e. g. , ServiceNow, JIRA).
- Excellent problem-solving skills and customer service orientation.
- Strong communication skills, both verbal and written.
- Windows/Network/ITIL Certification preferred
** Part of SOW - (Managed Capacity - Service Desk)
NA
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