IT Support Engineer-L2

Job Description

Company Name: GS-IT Location: Transasia Cyberpark, Infopark Phase II, Kochi Job title: IT Remote Support Engineer JOB RESPONSIBILITIES • Delivering a client focused service experience for technology user queries received over the phone, mail or ticketing tools in a professional and timely manner while demonstrating the highest standards of verbal communication. • Serve as the first point of contact for our clients seeking technical assistance over the phone, email, and ticketing tool. • Follow best practice ticket management processes, ensuring tickets owned are handled and updated as per process and every effort is made to make service levels. • Walk the customer through the problem-solving process remotely. • Direct unresolved issues to the next level of support personnel. • Provide accurate information on IT products or services. Record events and problems and their resolution in logs. • Follow-up and update the customer about the support status and make a record in the ITIL tool. Pass on any feedback or suggestions by customers to the appropriate internal team. • Identify and suggest possible improvements on procedures. SKILLS REQUIRED • Good communication and time-management skills • Hands on Experience in Desktop & Network support • Proven experience as a Support Engineer or other customer support role • Good work experience on Office365 and other IT peripherals • Ability to work under pressure and prioritize tasks based on urgency and importance. • Open to working flexible hours, including shift-based schedules • Motivation to learn new skills and technologies. • Critical thinker and problem-solving skills • Degree in Information Technology, Computer Science or equivalent • Experience with any ITIL tool is a plus Show more Show less