Support Specialist

Power Bridge; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Power Bridge in Bangalore, India, is seeking an EUC Corporate Hardware Coordinator and Customer Support Specialist. You will manage hardware returns, shipments, and replacements across GEO regions, while delivering customer support and service enhancements focused on access and permissions to systems and applications.

You will work independently, coordinating with regional teams during EMEA & APAC hours, and contribute to documentation and knowledge base initiatives.

Qualifications

• 2+ years of IT experience in a corporate environment
• Asset management experience
• Knowledge of ITIL preferable

Responsibilities

• Serve as first point of contact for customers via ticketing system
• Perform remote basic troubleshooting across IT, networking, and applications
• Handle incidents, requests and changes per ITIL processes
• Guide customers through problem solving and provide progress updates
• Escalate unresolved issues to higher support levels
• Provide accurate information on IT products and services using available documentation
• Log activities in the ticketing system with SLA awareness
• Contribute to improvements and build knowledge base articles

Skills

IT support

Remote work

Customer service

Ticketing systems

Tools

Windows OS

MacOS

ITIL awareness

Job description

About Us

Power Bridge is a customer centric AV & IT Infrastructure Solution & Services Provider, pivoting to bridge the Gap between innovative IT products, solutions and Customer needs. With Offices in Bangalore (HQ) and Hyderabad, we boast the capabilities and operational excellence to execute projects for our customers across India. Our Passionate teams across business functions work in tandem with our Industry leading technology partners to deliver hassle-free technology upgrades projects with time bound SLA’s.

Job Summary

We are seeking a highly motivated individual to join our team as an EUC Corporate Hardware Coordinator and Customer Support Specialist. In this role, you will be responsible for managing hardware activities for all GEO regions, including coordination of hardware returns, shipments, replacements, etc. Additionally, you will provide customer support and service request enhancements with a main focus on providing access and permissions to systems and applications.

Job Roles And Responsibilities

• Act as the first point of contact for customers seeking how-to assistance, primarily through a ticketing system
• Perform remote basic troubleshooting through diagnostic techniques and pertinent questions, including standard IT, networking, and application issues
• Service users via incident, request, and change management processes
• Walk the customer through the problem-solving process. Communicate clearly. Update regularly on progress.
• Direct unresolved issues to the next level of support personnel or to the right resolution groups.
• Provide accurate information on IT products or services utilizing the documentation and processes in place.
• Record your activities in the ticketing system in alignment with processes in place (ticket queue management and handling – including proper ticket triaging, prioritization, customer updates as per existing SLA’s, etc.)
• Proactively follow up on open cases in your queue escalating timely to management for guidance if required.
• Identify, suggest, and engage actively in possible improvements to procedures.
• Support actively ongoing documentation efforts, building knowledge base articles.

Requirements

• Able to work independently, remotely from home and on company premises in Bangalore
• Able to work EMEA & APAC office hours
• Intermediate IT skills.
• 2+ years of experience working in an IT environment
• Asset management experience.
• Windows & MacOS operating system experience.
• Knowledge of the ITIL reference model is preferable.

Benefits

Company Benefits:

• Health insurance coverage for employees and their families.
• Retirement savings plan with employer matching contributions.
• Opportunities for professional development and advancement within the organization.