Desktop Support Engineer

As an IT Remote Support Engineer at GS-IT, you will be responsible for delivering a client-focused service experience for technology user queries received over the phone, mail, or ticketing tools. You will serve as the first point of contact for clients seeking technical assistance, following best practice ticket management processes and ensuring timely resolution of issues. Your key responsibilities include: - Providing professional and timely support for client queries through various communication channels. - Walking customers through problem-solving processes remotely. - Escalating unresolved issues to the next level of support personnel. - Recording events and resolutions accurately in logs. - Updating customers on support status and passing on feedback to the internal team. - Identifying and suggesting improvements on procedures. To excel in this role, you should possess the following skills: - Good communication and time-management skills. - Hands-on experience in Desktop & Network support. - Proven experience in a Support Engineer or customer support role. - Work experience with Office365 and other IT peripherals. - Ability to work under pressure and prioritize tasks effectively. - Willingness to work flexible hours, including shift-based schedules. - Motivation to learn new skills and technologies. - Critical thinking and problem-solving abilities. - Degree in Information Technology, Computer Science, or equivalent. - Experience with any ITIL tool is a plus. Join GS-IT at Transasia Cyberpark, Infopark Phase II, Kochi, and be part of a dynamic team dedicated to providing top-notch IT support services. As an IT Remote Support Engineer at GS-IT, you will be responsible for delivering a client-focused service experience for technology user queries received over the phone, mail, or ticketing tools. You will serve as the first point of contact for clients seeking technical assistance, following best practice ticket management processes and ensuring timely resolution of issues. Your key responsibilities include: - Providing professional and timely support for client queries through various communication channels. - Walking customers through problem-solving processes remotely. - Escalating unresolved issues to the next level of support personnel. - Recording events and resolutions accurately in logs. - Updating customers on support status and passing on feedback to the internal team. - Identifying and suggesting improvements on procedures. To excel in this role, you should possess the following skills: - Good communication and time-management skills. - Hands-on experience in Desktop & Network support. - Proven experience in a Support Engineer or customer support role. - Work experience with Office365 and other IT peripherals. - Ability to work under pressure and prioritize tasks effectively. - Willingness to work flexible hours, including shift-based schedules. - Motivation to learn new skills and technologies. - Critical thinking and problem-solving abilities. - Degree in Information Technology, Computer Science, or equivalent. - Experience with any ITIL tool is a plus. Join GS-IT at Transasia Cyberpark, Infopark Phase II, Kochi, and be part of a dynamic team dedicated to providing top-notch IT support services.