Desktop Support Engineer

As an IT Remote Support Engineer at GS-IT, located in Transasia Cyberpark, Infopark Phase II, Kochi, your primary responsibility will be to provide a client-focused service experience for technology user queries received through phone calls, emails, or ticketing tools. You will be expected to demonstrate the highest standards of verbal communication while addressing client inquiries in a professional and timely manner. Being the first point of contact for clients seeking technical assistance, you will be required to follow best practice ticket management processes. This includes handling and updating tickets as per established procedures to ensure efficient service delivery and adherence to service levels. Additionally, you will guide customers through problem-solving processes remotely and escalate unresolved issues to the appropriate support personnel. Your role will also involve providing accurate information on IT products and services, maintaining detailed records of events, problems, and their resolutions in logs. It will be essential to keep customers informed about the support status and relay any feedback or suggestions to the internal teams. Furthermore, you should be able to identify and propose improvements to existing procedures to enhance service quality. To excel in this position, you should possess excellent communication and time-management skills, hands-on experience in desktop and network support, and a proven track record in customer support roles. Familiarity with Office365 and other IT peripherals, as well as the ability to work under pressure and prioritize tasks based on urgency and importance, are crucial for success. Flexibility in working hours, including shift-based schedules, and a willingness to acquire new skills and technologies are desired qualities. A degree in Information Technology, Computer Science, or a related field is preferred for this role. Experience with any ITIL tool would be advantageous. As an IT Remote Support Engineer, you are expected to be a critical thinker with strong problem-solving skills, ready to contribute to the continuous improvement of IT support services.,