Remote Support Engineer

CMS It Services

1 - 3 years

2 - 3 Lacs

thane navi mumbai

Posted:1 day ago| Platform:

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Skills Required

remote support it service desk onsite support ticketing tools technical helpdesk service desk end user support sla management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Remote (Desktop) Support Engineer

Provide call resolution remotely & next level Technical to RIM L1 & SD team.
Monitor the ticketing tool for open and pending tickets, Track cases until resolution.
End User support & Assistance (Answering queries related to application features and usage).
Escalate the application / logic related problems to respective stakeholders.

Responding to and Answering Calls, Emails and Web Tickets of end users in a cordial, professional manner
Logging Tickets (Incident / Service Request / Information Query) for every user interaction handled
Providing first level support on Desktops, Peripherals, and Office automation products.
Route/Assign tickets to the appropriate support group, if necessary.
Identifying and escalating high-severity, priority issues
Updating Pending Tickets with timely, precise, accurate updates
Following-up with end users, if necessary, for closure of pending tickets
Willing to work on weekends and Holidays

Preferred candidate profile

Interested to work in Rotational Shifts/ Rotational Week-Off

Shift Timings - 7 AM to 4 PM | 1 PM to 10 PM

Location - Thane, Wagle Estate

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