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About Company :
GlobalLogic is a leader in digital engineering. We help brands across the globe design and build innovative products, platforms, and digital experiences for the modern world. By integrating experience design, complex engineering, and data expertise—we help our clients imagine what’s possible, and accelerate their transition into tomorrow’s digital businesses. Headquartered in Silicon Valley, GlobalLogic operates design studios and engineering centers around the world, extending our deep expertise to customers in the automotive, communications, financial services, healthcare and life sciences, manufacturing, media and entertainment, semiconductor, and technology industries.
Job Description :
GlobalLogic is looking for a dedicated and detail-oriented Technical Support Engineers to provide essential technical assistance to our clients. This is an excellent opportunity for a recent graduate eager to begin their career in technical support, with a focus on networking and troubleshooting. As a key member of our support team, you will troubleshoot and resolve technical issues, ensuring a seamless and efficient experience for our clients.
Requirements:
- Graduate with a degree in Computer Science, Information Technology, Networking or a related field
- Basic understanding of networking concepts such as IP addressing, routing, switching, and protocols e.g., TCP/IP, DNS, DHCP
- Familiarity with networking equipment (routers, switches, firewalls, etc.
- Hands-on experience or knowledge of network troubleshooting tools and techniques.
- Ability to communicate technical information clearly and effectively to non-technical users
- Strong communication skills, both oral and written, in Englis
- Must be flexible with 24/7 shift
Preferences:
- Any relevant certifications such as CompTIA Network+, Cisco CCNA, or equivalent will be highly regarded.
- Knowledge of network management tools and protocols.
Job Responsibilities:
- Triage Issues, Assess and manage customer inquiries from phone, chat, or web portal channels.
- Prioritize Urgency, identify critical issues and prioritize based on urgency and customer impact.
- Leverage Internal Resources, use internal knowledge repositories to find solutions and resolve issues quickly.
- Log and Document, accurately log all incidents and customer requests into the case management system, maintaining thorough records.
- Route to Appropriate Resources, ensure cases are escalated or routed to the right team for resolution.
- Create Positive Experiences, ensure clear communication and respect for customers’ time, providing solutions with the appropriate urgency.
- Customer Interaction, Maintain professionalism in all customer interactions, both verbally and in writing.
