System Engineer - L4

Role Overview: You will be responsible for providing exceptional customer service by utilizing your excellent communication skills to empathize, pacify, and handle irate customers. Additionally, you will leverage your technical knowledge in troubleshooting base operating system issues and be eager to learn new technologies. Your role will involve troubleshooting various technologies such as Windows, Outlook, Teams, Citrix, VDI, VPN, Security App, etc., over remote support. You will also be required to answer incoming calls, respond to customer emails promptly, manage and resolve customer complaints, and escalate issues to supervisors when necessary. Moreover, you will provide product and service information to customers, research required information using available resources, and offer solutions to customers. It is essential to document all call information according to standard operating procedures, recognize trends in customer calls, and create SOPs for new issues and resolutions. Key Responsibilities: - Utilize excellent communication skills to empathize, pacify, and handle irate customers - Demonstrate technical knowledge in troubleshooting base operating system issues and eagerness to learn new technologies - Troubleshoot various technologies such as Windows, Outlook, Teams, Citrix, VDI, VPN, Security App, etc., over remote support - Answer incoming calls, respond to customer emails promptly, and manage and resolve customer complaints - Identify and escalate issues to supervisors as needed and provide product and service information to customers - Research required information using available resources, offer solutions to customers, and document all call information according to standard operating procedures - Recognize trends in customer calls, create SOPs for new issues and resolutions, and complete call logs and reports Qualifications Required: - Excellent communication skills - Technical knowledge in troubleshooting base operating system issues - Ability to learn new technologies - Experience in troubleshooting Windows, Outlook, Teams, Citrix, VDI, VPN, Security App, etc. - Strong problem-solving skills and attention to detail Please note that the description provided above is a summary and does not include any additional details about the company.,