Concentrix Biggest off campus 2026 drive for Technical representative freshers apply now Full Time NEW

Job Description :

The Technical I – Global Service Desk Engineer is responsible for providing first level and intermediate technical support to end users. This role involves troubleshooting complex technical issues, handling high severity incidents, ensuring SLA adherence, and delivering a high standard of customer experience in a 24×7 operational environment.

For the technical support role, we are seeking people with strong interpersonal skills and technical expertise. Among their responsibilities are troubleshooting technical problems, promptly providing client feedback, and assisting with the launch of new applications.

Required Skills

• Identifying hardware and software solutions.
• Troubleshooting technical issues.
• Diagnosing and repairing faults.
• Resolving network issues.
• Installing and configuring hardware and software.
• Speaking to customers to quickly get to the root of their problem.
• Providing timely and accurate customer feedback.
• Talking customers through a series of actions to resolve a problem.
• Following up with clients to ensure the problem is resolved.
• Replacing or repairing the necessary parts.
• Supporting the roll-out of new applications.
• Providing support in the form of procedural documentation.
• Managing multiple cases at one time.
• Testing and evaluating new technologies.
• Conducting electrical safety checks on equipment.

Roles and Responsibilities:

Technical Support & Troubleshooting:

·       Provide comprehensive technical support for:

o   Cloud platforms: Google Cloud Platform, AWS and Citrix

o   Operating Systems (Windows) and enterprise applications

·       Perform installation, configuration, and troubleshooting of:

o   Softphones, VDI environments, and remote desktop solutions

·       Handle break/fix issues, system errors, access problems, and connectivity issues.

2.      Incident & Service Management:

·       Manage and resolve Priority 1 / Severity 1 incidents, ensuring minimal business disruption.

·       Accurately log, track, update, and close tickets within defined SLA and ITSM processes.

·       Escalate issues to appropriate resolver groups when required, with proper documentation.

3.      Quality & Compliance:

·       Monitor and evaluate inbound/outbound calls, chats, and emails to ensure quality standards.

·       Participate in internal quality audits and process reviews to identify gaps and improvement opportunities.

·       Maintain strong adherence and compliance with organizational and client policies.

4.      Stakeholder & Client Interaction

·       Deliver exceptional customer service with a professional, solution‑oriented approach.

·       Communicate clearly with end users, leadership, operations, quality teams, and client stakeholders.

·       Maintain strong knowledge of client programs, systems, and service expectations.

·   Complete all assigned, mandatory training within the timeframe provided

·   Conduct and/or participate in regularly scheduled 1:1 meetings with direct manager and/or direct reports