COMPANY OVERVIEW:
Iron Systems/Iron Service Global is a leading provider of integrated information technology solutions and last-mile supply chain services to the global Data Center, Edge Computing, Telecom and IoT infrastructure and adjacent industries.
We enable digital transformation and accelerate innovation. We are a technology and digital engineering company that provides expertise across industries.

Experience - 0-1 Year of relevant experience
Key Job Responsibilities:

• Provide first-level contact and convey resolutions to FTE (Full-time Time Engineer) at global Level
• Have Handle escalations, Service Review & SLA Management
• Provide support to FTE in various HR-related topics such as Salary, compensation, Joining, leaves, etc. and resolve issues and problems
• Maintain FTE files and records in electronic and paper form
• Handle FTE grievances formally and informally, forward them to the concerned department, and follow up for resolution.
• Properly escalate unresolved queries to project Manager
• Track, route and redirect problems to correct resources
• Update FTE issue data and produce reports for the manager.
• Follow up on FTE check-in issue resolution.
• Preserve and grow your knowledge of help desk procedures, products, and services
• Handling issues/Queries over calls or emails
• Act as the first point of contact for service requests via phone, email, or portal.
• Log, track, and resolve issues within defined SLAs; escalate as needed.
• Support scheduling and coordination of field service engineers.
• Ensure professional communication with internal teams and clients.
• Generate basic reports and assist in process improvements.
• Collaborate with cross-functional teams for seamless operations.

Required Skill Sets

• Strong Verbal and Written Communication
• Analytical and Problem-Solving mindset

Active listening and professional phone/email etiquette

• Strong attention to detail and accuracy in ticket handling and reporting
• Basic problem-solving and troubleshooting capabilities
• Collaborative mindset and ability to work in a team environment
• Proactive and customer-focused attitude
• Willingness to work in shifts

The candidate should be willing to work in a fast-paced, 24x7 environment. Shifts can be day or night, depending on the business requirements.