Job Description for Customer Support Engineer – Freshers

Key Accountability Areas

• First-line support for incoming calls, chats, evaluation, and assignment to appropriate support teams.
• Ensure compliance with quality guidelines and SOPs in processing user requests.
• Provide basic troubleshooting to users seeking assistance.
• Efficient creation, modification, and termination of user access in AD and Global Applications.
• Timely response to user follow-ups.
• Evaluate and escalate business-critical incidents based on impact assessment.
• Send alert notifications via third-party applications.
• Open and manage business-critical incident bridges.
• Ensure excellent customer experience with users and customers.
• IT Support (basic troubleshooting and account management) for global employees.
• The Global IT Service Desk operates 24×7, requiring strong availability and flexibility.

Specialist Knowledge & Skills

• Customer service experience in technical environments.
• Good working knowledge of MS Active Directory (AD) and related tools.
• Strong familiarity with basic PC troubleshooting techniques.

Interpersonal & Communication Skills

• Excellent verbal and written English communication skills.
• Ability to work collaboratively in a multi-disciplinary and cross-functional environment.
• Adaptable to changes in the working environment and efficient multitasking abilities.