Job Description

Primary Duties & Responsibilities

• Serve as the First Level Support for customers seeking technical assistance over the phone. IT ticket or email.
• Determine the best solution based on the issue and details provided by users.
• Follow standard help desk procedures to track and route unresolved issues to the next level of support personnel within the agreed SLA.
• Follow up with business customers and other stakeholders to ensure complete resolution of issues.
• Prepare and maintain documentation for the activity reports and other relevant information related to case completion.
• Inform management of recurring and escalated issues.
• Provide support for various internal departments.
• Ability to understand business requirement, impact, urgency, and criticality of the issue presented.
• Serve as the First Level Support for customers seeking technical assistance over the phone. IT ticket or email.
• Determine the best solution based on the issue and details provided by users.
• Follow standard help desk procedures to track and route unresolved issues to the next level of support personnel within the agreed SLA.
• Follow up with business customers and other stakeholders to ensure complete resolution of issues.
• Prepare and maintain documentation for the activity reports and other relevant information related to case completion.
• Inform management of recurring and escalated issues.
• Provide support for various internal departments.
• Ability to understand business requirement, impact, urgency, and criticality of the issue presented.

Education & Experience

• Bachelor’s degree in computer science engineering or equivalent
• Minimum 4-6 years of experience in Helpdesk activities like troubleshooting, hardware imaging, password resets etc

Skills

• Proven experience as a help desk/ service desk role or other customer support role
• Very good working knowledge of Microsoft Windows 7, Windows 10 and Windows 11
• Expertise in troubleshooting Microsoft Office 2016, M365 along with internal applications
• Able to troubleshoot issues pertaining to Laptops, Desktops, Printer, Scanner, LAN, WAN issues.
• Able to handle network, VPN, Permissions, Internet applications etc.
• Support any of the common and custom desktop tools and applications
• Raise complaints and tickets with OEM vendors and part replacements.
• Prior working knowledge on DELL / Lenovo specific hardware is preferred.
• Basic understanding of tech terms like server, storage, network, LAN, WAN, VPN, RDP
• Good command over written & verbal communication
• Learning aptitude, organized and attention to detail.
• Ability to work in a team and under pressure situations.
• Ability to work responsibly with little or no direct supervision.
• Customer service-oriented and cool-tempered

Working Conditions

• Should be flexible with 24*7 shifts.
• The incumbent is expected to work from office all 5 days

Culture Commitment

Ensure adherence to company’s values (ICARE) in all aspects of your position at Coherent Corp.:

Integrity – Create an Environment of Trust

Collaboration – Innovate Through the Sharing of Ideas

Accountability – Own the Process and the Outcome

Respect – Recognize the Value in Everyone

Enthusiasm – Find a Sense of Purpose in Work

Coherent Corp. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

Finisar India (Subsidiary of Coherent Corp) is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender identity, sexual orientation, race, color, religion, national origin, disability, or any other characteristic protected by law.
Coherent is a global leader in lasers, engineered materials and networking components. We are a vertically integrated manufacturing company that develops innovative products for diversified applications in the industrial, optical communications, military, life sciences, semiconductor equipment, and consumer markets. Coherent provides a comprehensive career development platform within an environment that challenges employees to perform at their best, while rewarding excellence and hard-work through a competitive compensation program. It's an exciting opportunity to work for a company that offers stability, longevity and growth. Come Join Us!

Note to recruiters and employment agencies: We will not pay for unsolicited resumes from recruiters and employment agencies unless we have a signed agreement and have required assistance, in writing, for a specific opening.