Job Description

About us



We turn customer challenges into growth opportunities.



Material is a global strategy partner to the world's most recognizable brands and innovative companies. Our people around the globe thrive by helping organizations design and deliver rewarding customer experiences.



We use deep human insights, design innovation and data to create experiences powered by modern technology. Our approaches speed engagement and growth for the companies we work with and transform relationships between businesses and the people they serve.



Srijan, a Material company, is a renowned global digital engineering firm with a reputation for solving complex technology problems using their deep technology expertise and leveraging strategic partnerships with top-tier technology partners. Be a part of an Awesome Tribe





Responsibilities:



• Attend training sessions and comply with company mandate Trainings.
• Leverage the knowledge base for learning & issue resolution
• Deliver reports and update trackers for reporting and analysis
• Collaborate with team members to ensure tickets are handled efficiently
• Seek assistance from leads or more experienced agents for complex or unfamiliar issues
• Continually update ticket status and keep customers informed about the process
• Adhere QA guidelines and standards when drafting ticket notes.
• Adapts to new processes and tools Participates in team activities.
Learning outcomes



• Perform L1 Technical Support in IT Helpdesk
• Perform software/hardware troubleshooting for Windows & Mac.
• Perform general duties as required by IT Operations
• Perform Incident Management & Request Fulfilment to ITIL standards
Requirements:



• People-centric approach to delivering solutions with excellent customer service.
• Familiarity with current & emerging technologies
• Excellent written and verbal communication
• Basic knowledge of technical troubleshooting.
• Multitasking and attention to detail
• B.Tech / BE / MCA required
• Technical certification including ITIL, Cloud, MCSE or MCTS preferred.
• Onsite attendance at office during 6 month internship (no remote working)