Nagarro

Global digital product engineering and consulting

Associate Engineer - Tech support

IT Service Desk & End User SupportConfirmed live in the last 24 hours

Full-timeBrooklyn, NY, USANo salary listedIn-person

About the Job

Requirements

A minimum of 2 years of experience supporting clients through an IT help desk.
Help desk experience managing tickets, preferably in public services.
Excellent written and oral communication skills and a customer-service orientation.
Experience with customer relationship management and IT service management tools is preferred.
Demonstrated ability to troubleshoot clients' technical issues independently.
Experience using Microsoft Word, Excel, and PowerPoint.
Availability to work as required on a 24/7 roster.
Ability to work cooperatively within a team, exchange information, and assist team members in achieving team objectives and outcomes.

Responsibilities

Answer customer phone calls and chats professionally and respond to customer inquiries.
Provide Level 1 and Level 2 support to parents, staff, and other Department of Education customers.
Engage language translation services through a third-party tool as needed.
Log calls in the customer relationship management and IT service management tool.
Research information using available resources, including knowledge bases, workflows, and defined scripts.
Identify customer problems and follow scripts to provide resolutions.
Obtain and evaluate relevant data to handle inquiries.
Record details of comments, inquiries, and actions taken.
Escalate priority issues to team leaders for resolution.
Route created tickets to the appropriate Level 2, Level 3, or Level 4 teams for resolution.
Complete call notes and reports as necessary and update them in the customer relationship management tool.

Desired Qualifications

Experience with customer relationship management and IT service management tools.

Job Description

Role Objective

The help desk agent is responsible for taking provide help desk support to the Customers. The focus is on delivering an excellent customer service experience, to be:

Be a Trusted advisor
Listen & understand our client's needs.
Solve client problems using knowledge & expertise.
Go the extra mile when needed.
Finish the job.

Duties and Responsibilities

Answering phones and chats from customers professionally and responding to customer inquiries
Provide L1 and L2 support to the parents, staff, and other DOE customers.
Engaging language translation services as needed, nine languages using a third-party tool.
Logging calls into Customer Relationship Manager (CRM) IT Service Management (ITSM) tool
Researching required information using available resources such as knowledge base, workflows, and defined scripts.
Identifying customer problem and following the script to provide resolution.
Obtaining and evaluating all relevant data to handle inquiries.
Recording details of comments, inquiries, and actions taken
Escalate priority issues to the team leaders for a successful resolution.
Routing created tickets to the appropriate L2/ L3/ L4 teams for resolution.
Completing call notes and call reports as necessary and updating them in the CRM.
Other duties as assigned.

Essential Knowledge & Experience:

Help desk experience and managing tickets, preferably in the public services. Minimum of 2 years’ experience of supporting IT Help Desk for clients
Excellent written and oral communication skills coupled with a customer service orientation.
Experience with CRM/ITSM tools preferred.
Showing that you are self-motivated with a willingness to take on the challenge of solving client’s problems.
Demonstrated experience in independent troubleshooting of technical issues for clients.
Work cooperatively within the team, exchange information, and assist other team members in achieving team objectives and work outcomes.
Microsoft tools experience, word, xls, ppt.
Open availability as required for rostering the operations 24 x 7

Qualifications

Additional Information

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About the Company

Nagarro

Global digital product engineering and consulting

Nagarro delivers consulting services and digital product engineering to help organizations modernize and transform through technology. It works by applying AI, ML, data science, IoT, cloud computing, and low-code platforms to build and optimize digital products and enterprise systems. Key offerings include intelligent enterprise transformation with SAP Cloud solutions, automated processes using Assisted Reality, and API management for financial services, all supported by agile delivery across a global network. Nagarro differentiates itself through its breadth of industry coverage, global presence, and emphasis on agility, speed, and responsible tech to drive measurable business improvements. Its goal is to enable technology-led breakthroughs for clients, helping them disrupt markets, optimize operations, and accelerate digital transformation.

Company size: 10,001+
Company stage: IPO
Headquarters: Munich, Germany
Founded: 1996

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