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 Hexaware s 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 passion the driving force that makes one smile and innovate, create, and make a difference every day.

What would you do?

Job Description:

Position: Service Desk Agent

Location: Remote (USA)

Willingness to work rotational shifts, including 247365 support

Responsibilities

• Serve as 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 promptly.
• Assess the scope of trouble tickets and identify the responsible department.
• Research and resolve technical trouble tickets efficiently.
• Immediately notify appropriate individuals of issues that could impact production activities and follow escalation procedures to minimize impact.
• Document all trouble tickets with clear, concise explanations accurately and timely, adhering to department policies and procedures.
• Establish and maintain professional relationships with customers, team members, and department contacts.
• Collaborate with team members to deliver the best possible customer experience.
• Deliver quality customer service that exceeds expectations.
• Escalate to supervisors any situations beyond the employee's control that could adversely affect service delivery.
• Proficiency in MS FIM is an advantage.
• Proficiency in Jira or ServiceNow is an advantage.

Requirements

• Associate degree in Information Technology or equivalent related work experience.
• Experience with MAC systems is essential (configuration, troubleshooting, and user support).
• Minimum 2+ years of 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 in a fast-paced environment.
• Flexibility to support voice, email, and chat support.
• Willingness to work rotational shifts, including 247365 support.
• MCP certification (preferred).
• HDI certification (preferred).
• A+ certification (preferred).

Equal Opportunities Employer:

Hexaware Technologies is an equal opportunity employer. We are dedicated to providing a work environment free from discrimination and harassment. All employment decisions at Hexaware are based on business needs, job requirements, and individual qualifications. We do not discriminate based on race including colour, nationality, ethnic or national origin, religion or belief, sex, age, disability, marital status, sexual orientation, parental status, gender reassignment, or any other status protected by law. We encourage candidates of all backgrounds to apply.

Find out more at Hexaware.com.