IT Service Delivery Engineer

The Service Delivery Engineer role involves providing remote and onsite technical support for a variety of IT systems, catering to the technical concerns of clients. The primary focus is on troubleshooting technical issues efficiently and ensuring exceptional customer service standards are met consistently. In terms of Technical Support, responsibilities include offering initial support for client technical queries through various channels such as phone, email, or onsite visits. The candidate is expected to diagnose and resolve hardware, software, and connectivity issues while escalating complex matters to higher support levels when necessary, with a strong emphasis on proper documentation and follow-up. Compliance with client service level agreements (SLAs) is essential. Regarding Documentation, maintaining accurate records of support requests, resolutions, and technical processes is crucial. Furthermore, the role involves contributing to the creation and updating of knowledge base articles and user guides to enhance overall support efficiency. Customer Service plays a vital role in this position, requiring timely responses to customer inquiries and issues to ensure a high level of satisfaction. Effective communication of technical information, even to non-technical users, is essential. Additionally, fostering positive relationships with clients and team members is key to success in this role. Qualifications for this position include a Bachelor's degree in Information Technology, ECE, Computer Science, or a related field. While 1-2 years of experience in onsite technical support is preferred, fresh graduates are encouraged to apply. Technical competencies encompass basic knowledge of IT systems and troubleshooting methodologies, along with familiarity with a wide range of IT hardware and software solutions. The working conditions for this role involve a mix of remote and onsite work, depending on client requirements, which may necessitate travel to client locations. Flexible working hours are expected to address urgent technical issues promptly.,