User Support Analyst supporting local IT team in Eschenbach, providing hardware and software solutions. Involves problem analysis and implementation of new IT processes.
About the role
- Technical Support Engineer providing tech solutions and support for customers at a global tech company. Acting as 2nd line of support and troubleshooting tech issues related to Coates products.
Responsibilities
- Act as a bridge between customers and the internal team
- Provide technical solutions and ongoing support
- Handle and resolve support tickets from ticketing systems escalated by L1 points of contact
- Provide phone and email support, or remote assistance to all clients
- Stay up to date with all the latest technologies concerning Coates products
- Update and work-assigned cases in a timely manner adhering to the SLA
- Maintain strong customer rapport and excellent communication
- Liaise with external clients and internal stakeholders to provide solutions
- Troubleshoot, respond and resolve software/hardware issues within defined SLA
- Address and resolve support tickets from our ticketing system
- Provide basic network support and hardware configuration
- Interact with the Project Manager and Support Lead for tickets requiring escalation
- Perform basic L2 troubleshooting liaising with the onsite technician
- Verify and maintain small devices (basic assembly, SSD, and RAM replacement), OS/software installation, etc.
Requirements
- Basic knowledge in IT systems, networking or hardware
- Basic knowledge in a Linux (especially Ubuntu) environment
- Good to have knowledge of scripting (e.g. Bash, JavaScript, basic PHP, etc.)
- Understanding of server-client architecture
- Strong knowledge of Microsoft PowerPoint and Excel is an added advantage
- Degree in IT ( BCA/MCA/Engineering or equivalent qualification)
- Excellent Communication skills
- Flexibility to work weekends and night shifts as per a rotational roster
- Required to work from the office at least 3 days per week
- Preference for candidates residing in or near Mangalore
Benefits
- Annual market competitive bonus program
- Thrive Program with flexible work options
- Dedicated time for health and wellbeing (e.g. virtual Yoga, meditation sessions)
- Global Wellness paid day off
- “Give Back Day” for community impact
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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