Hexaware Technologies

Workplace Engineering Track Associate

Posted 2 Days Ago

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Hiring Remotely in México

Remote

Entry level

Information Technology • Consulting

The Role

Provides first-line IT support by managing incidents and service requests, troubleshooting access, application, hardware, software, and connectivity issues, resolving tickets where possible, escalating appropriately, and communicating status and next steps to users, including VIPs.

Summary Generated by Built In

Key Responsibilities Incident and Service Request Management • Receive, log, categorize, prioritize, and manage incidents and service requests through approved contact channels. • Provide first-line support for standard end-user issues, including: • Access and password-related issues • Application support • Hardware troubleshooting • Software issues • Connectivity and network access issues • General IT support requests • Make an initial determination of potential resolution based on symptoms, known errors, knowledge articles, and available diagnostic information. • Resolve tickets at first contact where possible using approved tools, processes, scripts, and knowledge base articles. • Escalate incidents and service requests to Level 2 or appropriate resolver groups when resolution is outside Level 1 scope. • Track assigned tickets through to closure and ensure users are updated in accordance with agreed procedures and service levels. • Relate new incidents to existing incidents, known errors, outages, or major incidents where applicable. Customer Support and Communication • Act as the single point of contact for users requiring IT support. • Answer user calls professionally and manage interactions through to resolution or proper handoff. • Communicate clearly and professionally with users through phone, chat, email, or ticketing channels. • Keep end users informed of ticket status, progress, next steps, and expected resolution timelines. • Obtain user confirmation, where required, before resolving or closing tickets. • Handle VIP and high-priority tickets with urgency, professionalism, and appropriate escalation.

Hexaware Technologies Compensation & Benefits Highlights

The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Hexaware Technologies and has not been reviewed or approved by Hexaware Technologies.

Healthcare Strength — Feedback suggests health insurance is a standout element, often described as strong and comparable or better than many employers. Medical coverage and related protections are repeatedly highlighted as reliable pillars of the package.
Parental & Family Support — Parental leave options, including extended paid leave in some locations, are offered and seen as valuable for family needs. Feedback suggests these policies complement core medical coverage for a more complete family safety net.
Wellbeing & Lifestyle Benefits — Wellbeing resources such as an Employee Assistance Program, wellness initiatives, on-site gyms, and engagement activities provide lifestyle support. These offerings are reinforced by flexible work options and shift-related extras where applicable.

Learn more about Hexaware Technologies's Compensation & Benefits →

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The Company

HQ: Navi Mumbai, Maharashtra

27,000 Employees

Year Founded: 1990

What We Do

At Hexaware, we're not just a global technology and business process services company; we're a community of 27,000 Hexawarians dedicated to one singular purpose: creating smiles through the power of great people and technology. With a presence in 40+ offices across 19 countries, we empower enterprises worldwide to embark on their digital transformation journey with unparalleled scale and speed. As an employer, we're more than just a workplace. We put our people first, foster diversity and inclusivity, and prioritize their growth through robust learning and development programs. Our culture is a canvas for innovation as we work toward our shared vision of becoming the world’s most loved digital transformation partner. Exciting, isn’t it? Visit www.hexaware.com to join us in embracing the magic of technology, as we passionately advocate for its potential to transform lives today and shape a brighter future. Together, we'll make the digital world a better place.