Job Details

Job Title: EUC Corporate Hardware Coordinator & Customer Support Specialist
Job Type: Full-time
Industry: IT Services
Location: Bangalore South, Karnataka, India (560100)
Work Experience: 2+ years
Date Opened: 11/21/2024

About Us

Power Bridge is a customer-centric AV & IT Infrastructure Solution & Services Provider, bridging the gap between innovative IT products, solutions, and customer needs.

With offices in Bangalore (HQ) and Hyderabad, we have the operational excellence to execute projects across India. Our passionate teams work alongside industry-leading technology partners to deliver seamless technology upgrades with time-bound SLAs.

Job Summary

We are seeking a highly motivated individual to join our team as an EUC Corporate Hardware Coordinator and Customer Support Specialist. This role involves managing hardware activities across GEO regions, including hardware returns, shipments, and replacements. Additionally, you will provide customer support, focusing on system and application access and permissions.

Roles & Responsibilities

Customer Support & Troubleshooting:
- Act as the first point of contact for customer inquiries via a ticketing system.
- Perform basic remote troubleshooting for IT, networking, and application issues.
- Walk customers through problem-solving steps and provide regular updates.
- Escalate unresolved issues to the appropriate support personnel.
Service Management & Documentation:
- Manage incidents, requests, and changes per ITIL processes.
- Accurately record activities in the ticketing system (ticket triage, prioritization, customer updates, etc.).
- Proactively follow up on open cases and escalate issues as needed.
- Contribute to knowledge base articles and process improvements.
Hardware & Asset Management:
- Coordinate hardware returns, shipments, and replacements across GEO regions.
- Manage IT assets effectively and maintain accurate records.

Requirements

Ability to work independently, both remotely and on company premises in Bangalore.
Fluent in spoken and written English.
Available to work EMEA & APAC office hours.
Intermediate IT skills with 2+ years of experience in an IT environment.
Asset management experience.
Experience with Windows & MacOS operating systems.
Knowledge of ITIL reference model (preferred).