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Workplace Engineering Track Associate at HEXAWARE

London, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

03 Sep, 26

Salary

0.0

Posted On

05 Jun, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Support, Troubleshooting, Ticketing Systems, Hardware Support, Software Support, Network Troubleshooting, Account Management, SLA Management, German Language, English Language, Technical Documentation, Incident Management

Industry

IT Services and IT Consulting

Description

Provide first-line support via phone, email, chat, and ticketing system for IT incidents and service requests. - Log, categorize, prioritize, and document all incidents and requests accurately in the ticketing system. - Troubleshoot common hardware, software, network, and account/access issues; apply known solutions and workarounds. - Escalate complex issues to Level 2 / specialist teams following defined escalation procedures. - Communicate status updates and resolutions to users in German and English, ensuring clear and professional tone. - Conduct basic account management tasks (password resets, access provisioning) following security policies. - Monitor service queues and meet agreed service level targets (SLA). - Contribute knowledge base articles and standard operating procedures in both languages. - Participate in shift rotations, on-call duties, and continuous improvement initiatives.

Responsibilities

Provide first-line IT support via phone, email, and chat to resolve incidents and service requests. Manage the full lifecycle of tickets, including logging, categorization, and escalation to specialist teams.