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Active Directory Troubleshooting ITIL Incident Management customer service international client handling Engineer IT Operations

Work Mode

Remote

Job Type

Full Time

Job Description

Key Responsibilities: Serve as the first point of contact for customers seeking technical assistance over the phone, email, or chat Perform remote troubleshooting through diagnostic techniques and relevant questions Determine the best solution based on the issue and details provided by customers Walk customers through the problem-solving process and escalate unresolved issues to the next level of support Provide accurate information on IT products or services Record events and problems and their resolutions in logs Handle software troubleshooting and basic technical issue diagnosis Reset passwords and manage basic Active Directory tasks Understand and follow ITIL Incident Management processes Communicate effectively with international clients over the phone Use strong probing skills to identify client issues Deliver excellent customer service in a 24/7 rotational shift environment Stay calm and client-oriented, demonstrating flexibility and adaptability Work effectively as part of a global support team Qualifications: IT graduates or candidates with relevant experience (23 years) in technical support Proven experience as a technical support engineer, application support, product-based support, or IT service desk engineer Excellent communication skillsspoken, written, and reading (mandatory) Experience in handling international clients Open to 24/7 work environment and rotational shifts

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